Why your contact centre cloud strategy should be built on cloud capabilities
Customer expectations have changed – dramatically. They want fast responses, personalised interactions, and seamless journeys across every channel. Yet many contact centres are still operating on legacy, siloed systems designed for a different era. Maintel’s and Mitel’s white paper, Why Your Contact Centre Cloud Strategy Is Best Built on Cloud Capabilities, explores why modernisation is no […]
TECHNOLOGY MONTH: Building secure, scalable contact centre infrastructure for public sector teams
For public sector contact centres, from local authorities to NHS services and central government helplines, resilience is an operational requirement. Citizen demand remains high, budgets are tight and scrutiny is intense. At the same time, hybrid working has become embedded, increasing both flexibility and risk. Against this backdrop, senior contact centre leaders are prioritising infrastructure […]
Customer service highlighted as pressure point in food & drink industry skills shortages
One in eight of all UK jobs are in the food and drink industry and yet long‑term workforce shortages and skills gaps risk affecting future availability, customer service and wider social outcomes – that’s according to the Institute of Grocery Distribution (IGD), which is issuing a rallying cry for coordinated industry action to address these challenges. Its […]
The CX Solutions Summit is back for 2026 – Secure your delegate place today!
If you’re interested in bespoke 1-2-1 meetings with leading CX suppliers then the CX Solutions Summit is the only event you need in 2026 – and delegate registration is now open! Wednesday 21st October 2026 Hilton, London Canary Wharf Your complimentary invitation includes: Register here >> Here’s what your working day could look like: Wednesday 21st […]
Pure Protection in Focus: FCA market study raises regulatory expectations for 2026
The FCA launched its Market Study into the distribution of pure protection products in 2024, signalling a renewed and wide-ranging focus on fair value, commission structures, competition and how consumers access protection products. The study examines not only remuneration models but also routes to market and the tools insurers and intermediaries use to engage customers, including online […]
ANALYTICS MONTH: Why speech, text and interaction data is becoming the new QA model in public services
Across councils and NHS contact centres, quality assurance (QA) has traditionally relied on sampling, primarily reviewing a small percentage of calls each month to assess compliance and performance. While this approach has served its purpose, it was always constrained by scale. That limitation is becoming increasingly difficult to justify. Rising contact volumes, growing regulatory scrutiny […]
Absolute Intelligence – AI at Scale. Humans Where It Matters.
Absolute Intelligence delivers compliant customer engagement at scale by combining proprietary Conversational AI voice agents with expert South African customer service teams. Our AI handles high volume, repeatable interactions with sentiment detection, secure orchestration and full audit trails. Complex, sensitive or regulated cases are seamlessly escalated to human specialists, or your own teams. The result […]
ANALYTICS MONTH: Using analytics in the contact centre without creating a surveillance culture
Data analytics is now central to how contact centres manage performance. From real-time dashboards to speech analytics and automated QA, organisations have more visibility than ever into what happens across customer interactions. But customer service leaders are facing a challenge: how to use analytics to improve outcomes without creating a culture of surveillance that damages […]
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 […]