MGI Learning – Transforming Service, Empowering Teams
At MGI Learning, we partner with organisations worldwide to develop customer-focused cultures that deliver measurable business results. With over 25 years of experience, our training programmes are practical, engaging and easy to implement in busy contact centre environments. Embedding learning for real impact Our training is built around our Mindset, Language & Actions Toolkit, proven to improve […]
5 Minutes With… Joel Walker, MD – Platform Services and Co-Founder, The Knowledge Group (tkg)
In the latest instalment of our contact centre industry executive interview series we speak to Joel Walker, MD – Platform Services and Co-Founder, The Knowledge Group (tkg), about the biggest challenges being faced by the sector, the opportunities created when big data meets AI, the potential of Africa as a base for service delivery and […]
The WhatsApp revolution that’s redefining contact centres
Customer expectations are rising fast. Whether you’re managing thousands of daily service interactions or evolving CX strategy, the pressure to deliver a seamless, fast and effective service is intensifying. As customer behaviour accelerates toward a mobile-first, asynchronous service, a quiet revolution is underway and WhatsApp is at its core. WhatsApp is no longer just a […]
PRODUCT SPOTLIGHT: Genesys Cloud by Kerv
Recognised as a Gartner® Magic Quadrant leader ten years running, Genesys Cloud is the go-to CX solution for organisations in 100-plus countries. Yet, creating a high-performing contact centre takes more than simply brilliant technology. It requires a partner who understands how to get the best out of it. One that always has your back, responds […]
TRAINING & DEVELOPMENT MONTH: Top tips for coaching tomorrow’s contact centre leaders
Senior contact centre professionals attending the Contact Centre & Customer Services Summit aren’t just managing KPIs: they’re navigating AI integration, remote workforces, regulatory changes, and heightened customer expectations. To thrive in this environment, organisations must proactively develop the next generation of leaders through structured coaching and development programmes… From Team Leads to Strategic Thinkers Traditionally, […]
Market Data: AI dominating contact centre procurement agendas
Artificial Intelligence is by far the most in-demand solution required by contact centres across the UK, according to our exclusive research. The findings have been revealed ahead of the Contact Centre & Customer Services Summit, which takes place on September 8th & 9th in Manchester. Delegates registering to attend the event are asked which areas […]
September 2025 is Knowledge Management 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 September we’re focusing on Knowledge Management 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 […]
Smarter Conversations. Happier Customers.
Great customer service shouldn’t be complicated. With NFON’s Contact Center Hub, you can transform how your business connects with customers—boosting satisfaction, improving agent performance, and saving valuable time, all in one place. This AI-powered, cloud-based solution gives you everything you need to manage customer contact more efficiently—across voice, email, chat, and messaging channels—so you can focus on what […]
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 […]