Call Monitoring Software: What managers should compare
Delivering outstanding customer service depends on more than simply answering calls quickly. Contact centre leaders need accurate insights into customer interactions to understand agent performance, maintain quality standards and identify opportunities for continuous improvement. Call monitoring software provides managers with the visibility needed to review conversations, evaluate customer experiences and support coaching across voice, chat and […]
NW Hearts Charity is your local charity – Here’s how your organisation can get involved
NW Hearts Charity is your local charity, supporting people across Greater Manchester. We are passionate about improving the lives of people who are living with, or at risk of, heart disease, and their families. We fund projects which change lives. NW Hearts Charity is determined to reduce heart health inequalities by improving access to high […]
5 Minutes With… Dan Fay, IT Director at Interact Contact Centres
Artificial intelligence continues to dominate the customer service agenda, but for many contact centres the challenge is no longer simply adopting new technology: it’s implementing it in ways that genuinely improve both the customer and employee experience. In this edition of 5 Minutes With…, Dan Fay, IT Director at Interact Contact Centres, discusses why trust should […]
MEET THE TEAM: Lucia Alio, Delegate Portfolio Manager at the Contact Centre Summit
Behind every successful Contact Centre Summit is a team dedicated to ensuring delegates have a productive, valuable and enjoyable experience. As Delegate Portfolio Manager, Lucia Alio works closely with senior customer service and contact centre professionals to understand their current priorities, match them with relevant solution providers and create personalised event itineraries that deliver real […]
The best tools for virtual call centre operations
Remote and hybrid working have transformed the contact centre landscape. Today’s customer service teams are no longer confined to a single office, with many organisations supporting agents working from home, across multiple locations or even internationally. While virtual operations offer greater flexibility and access to wider talent pools, they also introduce new management challenges. Maintaining […]
AI shopping assistants must build trust, not replace human customer service, expert warns
As AI-powered shopping assistants become increasingly common, customer experience leaders are being urged to prioritise transparency and human oversight if they are to maintain consumer trust. New research from Exploding Topics by Semrush found that 78% of consumers have used AI to help with shopping during the past six months. However, only one in three […]
ECCCSAs: Nominations close July 17th – Enter today!
The longest running and largest awards programme in the European customer contact industry is OPEN and accepting nominations until Friday 17 July 2026. Entering this prestigious awards programme is easy. This year the ECCCSAs will recognise organisations from across Europe that are leading the way in Operational Performance, Employee Experience and Customer Experience. The programme […]