Why voice-enabled Microsoft Teams is the key to contact centre transformation
As organisations embrace AI and digital customer service tools, many are now discovering the untapped potential of one of their most powerful assets: voice-enabled Microsoft Teams—where real conversations, insights, and transformation begin. Voice isn’t just another channel. It’s where relationships are built, emotions are heard, and decisions are made. And when that voice is captured through […]
TRAINING & DEVELOPMENT MONTH: Moving beyond the script towards soft skills in an age of empathy, AI and escalation
As we regularly discuss, customer expectations are rising as fast as technological change. While artificial intelligence (AI) and automation handle increasingly complex tasks, the human element is more vital than ever, particularly when it comes to empathy, judgment, and de-escalation. For contact centre leaders attending the Summit, the challenge is clear: to train agents not […]
The Knowledge Group (tkg): Unlocking your outsourcing and technology potential
At The Knowledge Group (tkg), we empower organisations to make smarter decisions across their BPO, technology, and business services spend. Through a unique combination of market intelligence, expert advisory, and AI-driven procurement tools, we help businesses unlock value, streamline operations, and build partnerships that drive long-term success. What we do We offer a comprehensive suite of services […]
Organisational readiness key to maximising new customer service technology
Customer service leaders who are effective at vendor and product evaluation activities saw only a 50% increase in the likelihood that they’d achieve their technology goals. By contrast, leaders who are effective at organisational readiness activities saw a 300% increase. A Gartner survey, conducted between December 2024 and January 2025, examined the strategies of over […]
VIRTUAL CONTACT CENTRE MONTH: How to balance flexibility with compliance as part of the remote model
Customer service leaders are being challenged to rethink how they manage compliance, data security, and quality assurance beyond the traditional office perimeter. While the flexibility of virtual operations brings operational and cost efficiencies, it also raises the stakes in protecting sensitive customer data and maintaining service quality… At the heart of this shift is the […]
Contact Centre & Customer Services Summit: The home of thought leadership
This September at the Contact Centre & Customer Services Summit Gareth Bray, Business Development Director at Premier CX, will present “The Power of WhatsApp Automation in the Contact Centre”, using case study examples of how WhatsApp automation and integration can be used to… Monday 8th and Tuesday 9th September Hilton Manchester Deansgate View the full seminar programme […]
August 2025 is Training & Development 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 August we’re focusing on Training & Development 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 […]
Automation and AI assistants set dominate the customer support agenda for rest of decade
Automation, AI assistants, and the quest for customer value in service will transform customer service and support by 2028, according to Gartner. “AI and rapidly changing customer expectations are driving the evolution of the customer service function,” said Brad Fager, Senior Director Analyst in the Gartner Customer Service and Support practice. Agentic AI is driving the function […]
Corporate Gifting with Simply Thank You
For over 30 years, Simply Thank You has delivered smart, personalised gifting solutions that turn everyday interactions into standout brand experiences. Trusted by many of the UK’s leading FTSE 100 companies, we support strategies across customer acquisition, loyalty, and service recovery – all with one purpose: to help you build stronger, longer-lasting relationships. From physical […]
VIRTUAL CONTACT CENTRE MONTH: 6 technology stack essentials for success
As virtual contact centres proliferate, getting the technology stack right has never been more critical. For senior customer service leaders, the shift to cloud-first operations requires not only robust infrastructure, but also smart integration across communication, workforce management, and security platforms… At the heart of every virtual contact centre is a reliable cloud telephony system. […]
