How Can Agent Coaching Improve Daily Workflows in Call Centres?
Call centre agent coaching has traditionally followed a familiar pattern: scheduled sessions, post-call reviews and periodic performance discussions. While well-intentioned, this approach often struggled to keep pace with fast-moving customer interactions and the realities of high-volume, multi-channel environments. However, contact centre leaders are shifting away from episodic coaching and embedding development directly into everyday agent workflows, […]
Upskill your career with our online courses for contact centre professionals – Fully revised & updated for 2026
Did you know 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 2026 and beyond – log in start learning today! These are specially-curated online courses designed to help you and your team improve expertise and learn […]
January 2026 is Agent Coaching & Monitoring Month on Contact Centre Briefing – Make sure your solutions are featured!
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 […]
How Can Contact Centre CRM Analytics Provide Actionable Improvements in Customer Experience?
Over the past decade, Customer Relationship Management (CRM) systems have evolved from simple case management tools into powerful, insight-rich customer engagement platforms. Contact centre CRM analytics enables organisations to turn the huge volumes of customer data these systems generate into meaningful insights that improve decision-making and customer experience. Yet many contact centres still struggle to convert this data into […]
Gen Z favours authentic, human-led communication, says research
There is a decisive shift in consumer trust and digital engagement that is set to reshape brand strategy in 2026: Rather than responding to institutional brand messaging or heritage-led positioning, audiences — particularly Gen Z — increasingly favour authentic, human-led communication and trust signals shaped by real individuals and lived experiences. Research conducted by Pulse […]
Clearing the AI confusion: The contact centre’s guide to smarter tech buying
With advancements in AI and automation, there has never been a better chance to move your contact centre operation from a necessary cost to a powerful engine for business value. But with this excitement comes a challenge: too much choice and vendor hype. With dozens of vendors all promising the future, it can be hard […]
How to Keep Your Cloud Contact Centre Platform Cybersecure
Cybersecurity must be designed into the core of every system, workflow, and integration within the modern contact centre. As organisations increasingly rely on a cloud contact centre platform to power customer service, they benefit from greater flexibility, scalability, and innovation, but they also face new security challenges. Today’s always-on digital environments connect agents, customers, AI tools, analytics […]
Leveraging predictive AI to drive value from financial compliance
The FCA’s Consumer Duty expectations herald a well-embedded regulation within financial services compliance. Not only must firms now evidence customer understanding and customer support but the FCA’s intelligence-led approach will also highlight non-compliant behaviours, raising the chances of unwanted attention for firms that fail to adapt. While it is no surprise that AI is being widely promoted as the solution […]
Modernise Your Contact Centre and Visualise Real-Time Customer Experience Performance Metrics: Designing Call Centre Display Screens
The contact centre floor looks very different from a decade ago. Static wallboards displaying call volumes and wait times have given way to dynamic, data-rich call centre display screens that act as real-time engagement hubs for agents and supervisors. These next-generation visual tools are reshaping performance management, motivation and customer outcomes, turning data into action right where […]
December 2025 is CRM 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 December we’re focusing on CRM 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 […]