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 […]
CRM MONTH: All roads lead to automation and hyper-personalisation
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. Advancements in CRM technology and evolving best practices have transformed how these systems are utilised. Here’s a summary of the key developments, including insights on best practices, technologies, costs, and […]
Paradox as Gen Z want AI customer service but also human interaction
Sixty percent of Gen Z craves the speed and convenience of AI-powered customer service, but still prefer human interaction for complex issues. That’s according to a survey conducted by CX specialist Five9, which says the paradox highlights the need for businesses to strike a balance between AI-powered solutions and the human touch to meet the […]
Top contact centres shine at the ECCCSA Awards 2024
The European Contact Centre and Customer Service Awards (ECCCSA) 2024 have celebrated excellence across the customer service and contact centre industry in a ceremony held in London. The awards, renowned as the most prestigious in the sector, recognised outstanding achievements by organisations, teams, and individuals who have set new benchmarks in delivering exceptional customer experiences. […]
Registration now open for April’s Contact Centre & Customer Services Summit
Registration is now open for the Contact Centre & Customer Services Summit, which provides the best experience for industry professionals looking to explore a diverse range of solutions and connect with top suppliers – plus network with peers in a highly-focused and intimate environment. Watch our short attendee experience video to see what you can expect at the event! The event […]
AI-based support increasingly accepted by consumers, says survey
Improved efficiency and personalised support experiences are driving increased consumer acceptance and satisfaction of AI in customer service interactions. That’s according to a new regional survey by Vonage, which says the findings demonstrate consumers have grown exceptionally more receptive to the use of AI in customer support. Seventy percent (70%) of respondents believe that AI has […]
Contact centre agents ‘proud’ to work in the sector, as work-life balance praised
New research has revealed high levels of agent satisfaction and work-life balance among contact centre employees, alongside clear opportunities to improve in areas such as career progression. The joint Calabrio and Get out of Wrap study surveyed 520 contact centre agents and showed the perception of industry roles has significantly evolved. In addition to the 70% who would recommend their jobs to others, nearly two-thirds (64%) said they are proud to work in […]
Raising the Standards in Contact Centres: A Vision for the Industry
By CCMA In today’s world, contact centres are more than just support hubs—they are the primary connection between customers and brands. Yet, despite their essential role, contact centres don’t always receive the recognition they deserve within organisations. I believe this is an area ripe for change, and raising standards across the industry will play a […]
