Across sectors, leaders are navigating extraordinary pressures - from economic uncertainty and talent shortages to shifting regulatory landscapes and the seismic impact of AI. And yet, what emerged from our conversations wasn't a sense of overwhelm, but o

Hundreds of senior customer service leaders from across the UK and beyond gathered yesterday to celebrate the winners of the 2025 CCA Global Excellence Awards - the leading event that recognises world-class achievement in customer service and experience.

HGS' commitment to service excellence is proudly underscored by their CCA Global Accreditation for Customer Experience©, a recognition that highlights their dedication to the highest industry standards.

Equiniti CEC exemplifies what it means to set the standard in customer experience, and their latest accreditation is a testament to their dedication to creating a strong culture, driving innovation, and putting people at the heart of everything they do.

What if the secret to skyrocketing profits and satisfied customers lies in a metric that most businesses barely even measure? Employee happiness.

When it comes to agent soft skills, there are some hard truths that contact center leaders must learn. The first hard truth is that soft skills make a huge impact on customer satisfaction and cannot be ignored. Time spent on improving agent soft skills is