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The 10 must-know trends for the next 12 months

A conversation withToday’s multi-channel engagement centres are unrecognisable from a few years ago. They now perform a wide range of functions that extend far beyond traditional customer service. From handling customer inquiries, complaints and support requests to telemarketing, sales and lead generation, they are a critical value driver for businesses.

This increasingly critical and complex role requires investment, and 2024 is likely to see larger budgets for CX initiatives. Customers are ever-more demanding, with consistency across channels and knowledgeable staff also high priorities.


Pick up the phone: In Conversation with…

This series will feature video interviews with some of the brightest customer-obsessed minds as they share their insights, discuss trends, and address challenges within the contact centre industry.

A conversation with

Episode 1: Creating an Omnichannel – the Technology, the Methodology, and the Psychology

John Connolly and Kristy Ingall from Newcastle Permanent Building Society join us to give a little taste of their upcoming session – including the significant increase in call and online channels alongside growing latency in physical branch transactions.

Watch and read the full interview here

A conversation with

Episode 2: Why Delivering Great Customer & Employee Experience in Contact Centres Needs an All of Business Approach

Emma Stapleton, Head of Customer Support at MECCA, joins us to give a little taste of her upcoming session – talking about why delivering great customer and employee experience in contact centres needs an all-of-business approach.

Watch and read the full interview here

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