What next for AI and customer engagement in 2025?
AI adoption has continued at pace throughout 2024, but the vast majority of organisations have yet to embed AI enabled innovation within core operational processes. One third are engaging in limited implementation, while 45% are still in the exploratory phase. While there is no denying the power of GenAI, the majority of businesses have struggled both […]
AI Agent Monitoring: Implementing Strategies for Real-Time Feedback
The rise of Artificial Intelligence (AI) is transforming the contact centre industry, and one of its most impactful applications is in AI agent monitoring and feedback. By leveraging AI-powered tools, contact centres are redefining how they assess, support, and improve agent performance, driving higher efficiency and customer satisfaction. From analysing customer interactions to identifying coaching opportunities, AI […]
VIDEO: April’s Contact Centre & Customer Services Summit is filling up fast – Here’s what to expect
The Contact Centre & Customer Services Summit enables you to meet top suppliers, learn in seminars and network with peers, all in one location over two days – Watch our short attendee experience video to see what you can expect at the event! The event is invitation only, and is entirely free for industry professionals, like you, to attend. 28th & 29th […]
February 2025 is Analytics Month on Contact Centre Briefing: Here’s how to get involved!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in February we’re focusing on Analytics solutions. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier […]
AGENT COACHING MONTH: Best practices for blending virtual and on-site training in 2025
The hybrid work model has become the norm in the contact centre industry, combining remote and on-site operations to maximise flexibility and efficiency. Ensuring consistent and effective agent training across this environment presents both challenges and opportunities. Blending virtual and on-site training effectively is key to developing highly skilled agents capable of delivering exceptional customer […]
How to Implement Effective Data-Driven Coaching Strategies for Call Centre Agents
Agent coaching and monitoring is critical to delivering exceptional customer experiences, improving employee performance, and driving business success. Effective coaching programmes not only enhance individual skills, but also contribute to team morale and retention. These coaching strategies for call centre agents can help organisations build stronger teams and deliver consistently high levels of customer service. Here are […]
Gartner predicts rise of unofficial AI-powered 3rd party tools in customer service
40% of all customer service issues will be fully resolved by unofficial third-party tools powered by GenAI by 2027, with leaders urged to evolve strategy to adapt quickly. Specifically, Gartner says consumers are increasingly adopting unofficial third-party GenAI tools such as ChatGPT, Google AI Overviews, and Apple Intelligence to resolve issues. The deep integration of […]
Online courses for contact centre professionals – Fully updated for 2025
We have a wide selection of online courses tailored specifically for the contact centre sector, enabling you to both amass new skills and improve existing ones in 2025 and beyond – start learning today! These are specially-curated online courses designed to help you and your team improve expertise and learn new things. The Customer Services […]
January 2025 is Agent Coaching & Monitoring Month on Contact Centre Briefing: Here’s how to get involved!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in January we’re focusing on Agent Coaching & Monitoring solutions. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if […]
What Is a Call Centre CRM System? Technologies, Costs, and Future Trends
Customer Relationship Management (CRM) systems are indispensable for contact centres and customer care teams, as businesses strive to deliver personalised, efficient and seamless customer experiences. Call centre CRM systems have become central to achieving these goals by bringing together customer data, communication history and operational insights in one place. Advancements in CRM technology and evolving best practices […]