TECHNOLOGY MONTH: Exploring solutions for hybrid & remote workforce management
With remote and hybrid work models seemingly here to stay, contact centres are embracing advanced solutions to manage their distributed workforce efficiently. With cloud-based platforms, real-time analytics, and remote agent monitoring tools, businesses are improving productivity, compliance, and customer experience – all while maintaining the flexibility that modern agents expect. This year, the success of remote and hybrid contact centres […]
TECHNOLOGY MONTH: The growing role of speech analytics
Speech analytics is rapidly gaining traction in contact centres, driven by advances in AI-based voice recognition. By transcribing and analysing calls, these tools unlock insights that improve customer service. The global market reflects this surge, growing from $3.1 billion in 2024 to $3.8 billion in 2025, according to The Business Research Company. In practice, speech analytics […]
INDUSTRY SPOTLIGHT: Darwin – We are not the technology; we are the process that sits in front of it
Darwin removes the pain from buying business technology at every step. We deal directly with sales teams, so you get a streamlined buying process. From discovery to delivery, gain free, impartial advice and a rock solid qualification process that inform your choices of technology, vendors and solutions. Businesses face huge costs by not choosing the right technologies or […]
March 2025 is Technology Month on Contact Centre Briefing: Here’s how to get involved!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in March we’re focusing on Technology solutions. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier […]
TECHNOLOGY MONTH: Contact Centre tech in the rearview mirror and the road ahead
The past ten years have witnessed a revolution in contact centre management, propelled by rapid advancements in technology. Here’s a glimpse into the key drivers of this transformation, plus what lies ahead… Transformation in the Past Decade: The Rise of Cloud: The shift from on-premises solutions to cloud-based contact centres has been a defining trend. […]
If you specialise in Technology for contact centres we want to hear from you!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in March we’re focusing on Technology. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier of […]
Cloud and cyber threats pushing European IT spending to $1 trillion next year
IT spending in Europe is projected to total $1.1 trillion in 2024, an increase of 9.3% from 2023, as businesses allocate more funding to cloud solutions and heading off cyber threats. That according to the latest forecast by Gartner, which says that despite a conflated economic situation, IT spending in Europe continues to be recession-proof. […]
Big tech could be threatened as regulators crack down on privacy
A leading analyst has predicted that over the next ‘few years’, regulators will crack down on some of the world’s biggest tech companies, including Amazon, Google, Meta, X (Twitter), Alibaba, and Tencent. GlobalData’s latest thematic report, ‘Tech Regulation,’ predicts that regulators will come after tech companies in 12 regulatory arenas: data security, data privacy, antitrust, […]
Analyst identifies the three technologies that will ‘transform’ customer care this decade
Generative AI, digital customer service, and conversational user interfaces (CUIs) will transform customer service and support by 2028, according to Gartner.“The common theme of these three technologies are their ability to streamline the customer journey and enable customer service leaders to meet customers’ growing expectations,” said Drew Kraus, VP Analyst in the Gartner Customer Service […]
Transforming social care: Adopting the right tech
Pressures already in the system, and projections of rising demand for services from an ageing population, means technology will need to play an increasingly important role in helping to expand capacity in the care system to meet these growing challenges. Gavin Bashar, UK&I MD at Tunstall Healthcare, discusses how technology can help local authorities and […]
