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
Remote and hybrid working have transformed the contact centre landscape. Today’s customer service teams are no longer confined to a
As AI-powered shopping assistants become increasingly common, customer experience leaders are being urged to prioritise transparency and human oversight if
The longest running and largest awards programme in the European customer contact industry is OPEN and accepting nominations until Friday
You’re invited to join us as our guest for the Contact Centres and Customer Services Summit, a two-day event designed for
Much of the conversation around artificial intelligence in customer service has focused on automation and self-service. However, one of the
More than eight in ten organisations are failing to maximise the value of their brand investments, creating a cycle of
Contact centre data is one of the most underutilised assets within modern organisations, despite offering a direct window into customer behaviour, sentiment
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
Across both private and public sector organisations, contact centre leaders are increasingly looking to AI to improve efficiency, enhance customer
Artificial intelligence may be dominating the customer service agenda, but for many contact centres the real challenge lies elsewhere. As
Most customer service platforms work… until they don’t. They handle tickets. They manage channels. But as volume grows and complexity
For 26 years, the award-winning European Contact Centre & Customer Service Awards (ECCCSAs) have recognised organisations across Europe that are
Registration for the September 2026 Contact Centre & Customer Services Summit is now open! Date: Monday 14th & Tuesday 15th September 2026Venue:
Contact centre and customer experience leaders are being urged to prioritise transparency and human oversight as AI shopping assistants become
AI is increasingly being positioned as a way to reduce cost-to-serve in the contact centre, but in reality, many businesses
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