AI solutions for contact centres: what managers should compare
Across both private and public sector organisations, contact centre leaders are increasingly looking to AI to improve efficiency, enhance customer experience and support agents in handling growing volumes of customer interactions. From conversational AI and virtual assistants to automated call summarisation and real-time agent guidance, AI is reshaping how customer service is delivered… However, with […]
AI, Expectations and Efficiency: The New Contact Centre Balancing Act
Artificial intelligence may be dominating the customer service agenda, but for many contact centres the real challenge lies elsewhere. As organisations race to adopt AI-powered tools, success increasingly depends on having the right foundations in place. Khaled Miah, Customer Experience Specialist at Zoho UK, explains why connected systems, operational simplicity and practical outcomes matter far […]
Zoho Desk: Service that actually holds up at scale
Most customer service platforms work… until they don’t. They handle tickets. They manage channels. But as volume grows and complexity increases, things start to break down. Agents switch between systems. Context gets lost. Reporting becomes a manual exercise. And service quality becomes inconsistent. That’s where Zoho Desk is different. Zoho Desk isn’t just a ticketing […]
ECCCSAs: The greatest awards programme in the European customer contact industry
For 26 years, the award-winning European Contact Centre & Customer Service Awards (ECCCSAs) have recognised organisations across Europe that are leading the way in delivering exceptional service to customers. These organisations continually innovate to improve the customer experience, value their people and optimise performance and outcomes. As the longest running and largest awards programme in […]
It’s time to secure your place at the September 2026 Contact Centre & Customer Services Summit!
Registration for the September 2026 Contact Centre & Customer Services Summit is now open! Date: Monday 14th & Tuesday 15th September 2026Venue: The Manchester Deansgate Hotel Explore what’s new in the industry at this ever-popular event that offers you the unrivalled opportunity to meet 1-2-1 with suppliers and their latest competitive solutions to this evolving industry. This […]
Retailers warned AI shopping tools could damage customer trust without stronger safeguards
Contact centre and customer experience leaders are being urged to prioritise transparency and human oversight as AI shopping assistants become increasingly embedded in the retail journey. New research from Exploding Topics by Semrush found that while 78% of consumers have used AI to support shopping decisions in the past six months, only one in three […]
The hidden tax of AI in contact centres
AI is increasingly being positioned as a way to reduce cost-to-serve in the contact centre, but in reality, many businesses are adding an extra layer of cost long before they see any return. As organisations race to implement AI-first voice automation, a new cost layer is quietly emerging alongside that human spend: LLM compute, orchestration […]
SOCIAL MEDIA MONTH: The new metrics contact centres should be tracking in 2026
Historically, social customer service has often been evaluated using traditional contact centre metrics such as response times and ticket closure rates. While these measures still matter, they no longer provide a complete picture of customer satisfaction or reputational impact in highly visible digital environments… Unlike private customer interactions, social media engagement takes place in public. […]