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Richard Higginbotham at Netcall tales a look at why the customer journey keeps breaking and how context is the new competitive advantage.
Organisations are pouring millions into service modernisation. So why do customers still feel like they’re going in circles? The answer isn’t a lack of technology – it’s a lack of context.
The Hidden Problem: Si...In a busy contact centre, every second counts and even short periods of agent unavailability can have a noticeable impact. One often-overlooked challenge is how to manage bathroom breaks fairly and efficiently – without making agents feel micromanaged or uncomfortable.
So, how can contact centre leaders strike the right balance? To find out, we asked our panel of WF...
Date: 24 June 2026, 8am PST | 11am EST | 4pm GMT
Location: Virtual
How contact centres can recognise, support and respond t...
Assembled has launched the Assembled MCP.
This is their new Model Context Protocol server designed to connect conversational AI tools such as ChatGPT and Claude directly with live customer support operations data.
According to the company, the launch makes Assembled the first workforce management (WFM) platform in the contact centre sector to introduce an ...
Gennadiy Bezkorovayniy at MiaRec explains how Auto Score Card and Auto Call Summary interact with the AI, which data is send the the Large Language Models, and addresses any compliance concerns.
If you have ever used OpenAI’s ChatGPT, Microsoft Copilot, Google Bard, or any other Artificial Intelligence (AI), you might have asked yourself: are my chats used to train...