What is an AI Knowledge Base? The Essential Tool You’re Missing
Implementing an AI Knowledge Base can take your traditional help centre from ordinary to extraordinary. Reducing contact centre calls and costs, AI Knowledge Bases boost business efficiency while identifying gaps in FAQs and consumer-facing content. As a result, they’re vital tools for customer support teams, especially as companies scale – and integral to minimising agent […]
SAVE THE DATE: Contact Centre & Customer Services Summit – September 2025
Don’t worry if you missed this week’s first Contact Centre & Customer Services Summit of 2025, the next event takes place on September 8th & 9th at the Hilton Deansgate in Manchester – Register as a delegate today! Your complimentary pass includes: – A corporate “speed-dating” itinerary of one-to-one meetings with solution providers– A seat at our […]
May 2025 is Social Media 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 May we’re focusing on Social Media 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 […]
A Guide to Building an AI Knowledge Base (+3 Best Practices)
As your business grows, so do the number of customer inquiries – many simple, others complex. While your support agents work hard to tackle them all, rising ticket volumes can lead to higher stress levels and longer response times. AI Knowledge Base is a powerful tool that helps to reduce pressure on your support staff […]
Upload a Call. Get Instant AI Insights with Hear
If you run a contact center, you’re sitting on one of the most valuable — and underused — assets in your entire business. For the first time, we’re helping you unlock it. Getting answers to vital questions like: Why are my sales slipping? Why is customer satisfaction declining? How can we reduce refund requests? has never been […]
How Voice AI is reshaping customer experience in the contact centre landscape
In 2025, the contact centre industry finds itself at a crossroads. Automation is accelerating, customer expectations are rising, and the tools of the past are no longer enough to meet the moment. While many organisations are investing in digital transformation, the data tells a clear story: 72% of consumers still prefer to resolve customer service […]
Market Data: 2025 contact centre buying trends revealed
Artificial Intelligence, Call Centre Technology and Agent Coaching & Monitoring still top the list of solutions the UK’s leading industry professionals are sourcing in 2024, according to our exclusive research. The findings have been revealed ahead of the Contact Centre & Customer Services Summit, which takes place on April 28th & 29th in London, with […]
FINAL CALL: Will you be joining us at the Contact Centre & Customer Services Summit this month?
The invite-only Contact Centre & Customer Services Summit provides the best experience for professionals who are looking to explore a diverse range of Contact Centre and Services solutions and connect with people in a highly focused and intimate environment. Date: Monday 28th and Tuesday 29th AprilVenue: Radisson Hotel & Conference Centre, London Heathrow Featured Seminars: Your complimentary pass includes: […]
Automating complex conversations on WhatsApp
Hubtype is a conversational automation platform designed for enterprises that need to manage high volumes of customer interactions without compromising on quality or control. With over 80% of UK consumers using WhatsApp, and more businesses turning to messaging as a core service channel, expectations for seamless support continue to rise. Manual support is expensive and […]
Why UK firms should outsource customer care and overcome the myths
In today’s competitive market, UK businesses must balance cost efficiency with exceptional customer service. Outsourcing customer care offers a strategic solution, yet misconceptions often hold firms back. Here’s why it’s worth reconsidering, and why the common concerns don’t hold up. The case for outsourcing Cost savings are a key driver, as outsourcing to regions with […]