Contact Centres and Customer Services Summit: There’s a complimentary delegate place waiting for you!
You’re invited to join us as our guest for the Contact Centres and Customer Services Summit, a two-day event designed for decision-makers and industry leaders to connect, learn and discover the latest innovations in the industry. Date: 14th & 15th September 2026 Venue: The Manchester Deansgate Hotel Complimentary access for senior professionals Reserve your place here […]
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 […]
AI and Agent Experience: How intelligent tools are supporting contact centre teams
Much of the conversation around artificial intelligence in customer service has focused on automation and self-service. However, one of the most significant developments in recent years has been the growing use of AI to support human contact centre agents… As customer enquiries become more complex and expectations for fast, personalised service continue to rise, organisations […]
Brands warned they risk being trapped in ‘doom loop’ as AI reshapes customer expectations
More than eight in ten organisations are failing to maximise the value of their brand investments, creating a cycle of underfunding and underperformance that could undermine growth and customer trust in the age of AI. The analyst firm Gartner’s latest survey found that 84% of companies are stuck in what it describes as a ‘brand […]
Unlocking the strategic value of contact centre data
Contact centre data is one of the most underutilised assets within modern organisations, despite offering a direct window into customer behaviour, sentiment and unmet need. Every interaction, whether a complaint, query or cancellation, contains rich, unfiltered insight into why customers make decisions. Yet in many businesses, this data remains siloed, inconsistently captured, or reduced to surface-level metrics […]