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
Across councils and NHS contact centres, quality assurance (QA) has traditionally relied on sampling, primarily reviewing a small percentage of
Absolute Intelligence delivers compliant customer engagement at scale by combining proprietary Conversational AI voice agents with expert South African customer
Data analytics is now central to how contact centres manage performance. From real-time dashboards to speech analytics and automated QA,
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
The cost per resolution for generative AI (GenAI) will exceed $3 by 2030, higher than many B2C offshore human agents,
Sixty per cent of brands will use agentic AI to facilitate streamlined one-to-one interactions with customers by 2028, shifting traditional
Quality assurance (QA) in contact centres has relied on call sampling: a small percentage of interactions reviewed manually, scored against
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
As we head into 2026, customers expect to complete tasks inside the conversation. In the UK, that expectation is increasingly
Agent coaching has long been recognised as a critical driver of service quality, yet many contact centres still struggle to
By Henny Swan, Director at TetraLogical Nearly a decade after their publication in 2016, the Inclusive Design Principles (IDP) remain one
Hit the ground running this year by securing your delegate place at the Contact Centre & Customer Services Summit – over
Agent coaching in contact centres has tended to follow a familiar pattern: scheduled sessions, post-call reviews and periodic performance discussions.
Did you know we have a wide selection of online courses tailored specifically for the contact centre sector, enabling you
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
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