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 […]