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. […]
At Darwin, we don’t sell technology — we simplify the path to the right solution
Our process sits ahead of the technology, acting as a trusted advisor to streamline your IT procurement from start to finish. The technology market is complex and constantly evolving. Choosing the wrong solution or supplier can be costly and time consuming. At Darwin, we remove that risk. We manage the entire procurement journey on your […]
AI MONTH: 75% of analytics content will leverage GenAI for contextual intelligence by 2027
Seventy-five percent of new analytics content will be contextualised for intelligent applications through GenAI by 2027, enabling all types of organisations to create composable connection between insights and actions. A Gartner survey of 403 analytics or AI leaders, conducted between October and December 2024, revealed over 50% report their organisations use AI tools for automated insights […]
This could be your itinerary at the Contact Centre & Customer Services Summit
Would you be interested in meeting with leading suppliers at the Contact Centre & Customer Services Summit – an event for senior professionals looking to improve their contact centre and customer service strategies? Monday 8th and Tuesday 9th September Hilton Manchester Deansgate Your complimentary invitation includes: Register here >> The format of the event will be as follows: Monday 8th […]
AI MONTH: From Pilot to Scale – Choosing the best solutions for you contact centre transformation
While pilot AI projects have shown impressive promise in automating responses, summarising calls, and coaching agents in real time, success at scale depends on choosing the right technology partner. For leaders attending the Contact Centre & Customer Services Summit, the focus is now shifting from early experimentation to enterprise-wide implementation… Integration with Existing Platforms One […]
July 2025 is Virtual Contact Centres 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 July we’re focusing on Virtual Call/Contact Centre 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 […]
AI MONTH: Human + AI – How contact centres are reimagining roles with GenAI
Contact centres are no longer asking whether artificial intelligence will impact their operations, but how best to integrate it. At the heart of this transformation is a new paradigm: human + AI. Rather than replacing agents, industry leaders attending the Contact Centre Summit are using generative AI (GenAI) to augment human performance, enabling more empathetic, […]
Customer service agents not promoting Self-Service enough in customer conversations
Sixty percent of customer service agents fail to promote self-service options, which is impacting efficiencies and costs despite huge investment in areas such as AI. A Gartner survey of 5,801 customers conducted in January and February 2025 revealed that despite the potential benefits of self-service, when agents do mention self-service in customer interactions, 25% make neutral […]
INDUSTRY 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 […]
SOCIAL MEDIA MONTH: 1 in 4 consumers tempted by ‘refund hacks’ learned online
Sophisticated retail fraud techniques and services are becoming mainstream knowledge, with social media platforms serving as primary educational channels for would-be fraudsters. That’s according to research from Netacea, which has uncovered what the firm calls ‘alarming’ shifts in consumer attitudes toward fraudulent behaviour. An accompanying report, Cyberfraud in Retail – The Changing Face of Fraud: Malicious […]