Before the Bot: Why a Framework for AI Adoption is Crucial
Deploying AI in the contact centre is fundamentally a change management challenge that needs critical strategic planning.
CareerTalk with Danielle Henry, John Lewis Partnerships
Danielle Henry, Director of Customer Care and Contact at John Lewis Partnership, speaks about her career to date.
BPO Briefings: Keeping Up with the Pace of Change
At our latest BPO Briefing the mood was one of cautious pragmatism – an industry that knows the ground is shifting and is working hard to stay ahead.
Watch: Raising Standards: Five Considerations
The Contact Centre Standards Framework can strengthen capability and create a high-performing contact centre.
Informer – The Hidden World of Modern Contact Centre Fraud
Dr. Nicola Harding lifts the lid on what makes contact centres so vulnerable to fraud and social engineering.
CareerTalk with Vicki Mercer, CAF Bank
Vicki Mercer, Head of Customer Service at CAF Bank discusses experiences from a career in contact centres, and the importance of a ‘Brag Book’.
CareerTalk with Don Haddaway, Artisiam
Don Haddaway, a 35‑year industry veteran turned independent CX consultant, chats with Leigh Hopwood, CEO at CCMA.
Watch: Contact Centre Predictions for 2026 and Beyond
Explore the trends, challenges and opportunities shaping the next era of customer engagement in 2026.
Contact Centre Predictions 2026: Ten Key Trends for a Pivotal 12 Months
The convergence of advanced AI, evolving customer expectations and a changing skills requirement is reshaping our sector.
Looking Back: Contact Centre & Customer Services Summit Highlights
Last year’s event brought senior leaders together for two days of focused learning, strategic discussion and connection.