Costs associated with GenAI-based resolutions to eclipse offshore human agent costs
The cost per resolution for generative AI (GenAI) will exceed $3 by 2030, higher than many B2C offshore human agents, driven by rising data centre costs, a pivot from subsidised growth to profitability for AI vendors, and increasingly complex use cases. “Customer service leaders are determined to use AI to reduce costs, but return on […]
Contact Centre & Customer Services Summit: Only 3 months to go!
The first Contact Centre & Customer Services Summit of 2026 is just 12 weeks away, and delegate places are in high demand! Date: 6th & 7th May 2026 Venue: Radisson Hotel Conference Centre, London Heathrow Complimentary access for senior professionals Reserve your place here The event is completely free to attend – We will have your accommodation […]
ANALYTICS MONTH: Using insight to cut repeat contact and failure demand in public sector services
Public sector contact centres sit on the front line of citizen experience, with demand shaped by rising complexity, constrained budgets and heightened expectations for fast resolution. For many organisations, the biggest opportunity isn’t handling more contacts efficiently, but reducing the number of contacts that shouldn’t be happening in the first place. That’s where analytics has […]
Usage of agentic AI for customer interactions to surge
Sixty per cent of brands will use agentic AI to facilitate streamlined one-to-one interactions with customers by 2028, shifting traditional channel-based approaches and ushering in a new era of personalised, autonomous engagement. That’s according to boffins at Gartner, which states that these AI agents will act as persistent digital concierges, seamlessly spanning marketing, sales and […]
Why You Should Switch From Call Sampling to 100% Interaction Coverage to Improve Your Call Centre Quality Assurance
Quality assurance (QA) has long been a cornerstone of contact centre performance management, helping organisations monitor service quality, identify coaching opportunities, and maintain compliance. Today, call centre quality assurance is evolving beyond traditional call sampling as speech, text, and interaction analytics make it possible to assess customer interactions at scale. Across both public sector services and commercial […]
February 2026 is Analytics Month on Contact Centre Briefing – Make sure your solutions are part of the story!
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 […]
WhatsApp AI agents for contact centres
As we head into 2026, customers expect to complete tasks inside the conversation. In the UK, that expectation is increasingly shaped by WhatsApp. Ofcom reports that 90% of UK online adults used WhatsApp in 2025, and 74% accessed it daily in May 2025, up from 64% in May 2024. That shift matters for contact centres […]
Improving Customer Experience and Retention: Why ROI Is So Important
Agent coaching has long been recognised as a critical driver of service quality, yet many contact centres still struggle to demonstrate its tangible business impact. With budgets under scrutiny and performance expectations rising, senior leaders are demanding clear evidence that coaching investment translates into better customer outcomes, stronger workforce retention and improved customer experience ROI. The […]
Using the Inclusive Design Principles for Maintaining Digital Accessibility in Call Centres
By Henny Swan, Director at TetraLogical Nearly a decade after their publication in 2016, the Inclusive Design Principles (IDP) remain one of the most enduring frameworks in digital accessibility. They were created to bridge an important gap that still exists today, between meeting technical accessibility requirements and creating digital experiences that truly include people of all disabilities. […]
Start 2026 on the front foot: Register for the Contact Centre & Customer Services Summit today!
Hit the ground running this year by securing your delegate place at the Contact Centre & Customer Services Summit – over two days you’ll explore the latest trends, solutions and strategies shaping the sector. Date: 6th & 7th May 2026 Venue: Radisson Hotel Conference Centre, London Heathrow Complimentary access for senior professionals Reserve your place here We have flexible […]