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18th September 2018
This week saw the Call Centre & Customer Services Summit in Manchester.
The summit was held at the Hilton in Deansgate, Manchester.
Jonty Pearce, our editor, presented research from the latest findings on “What Contact Centres Are Doing Right Now“.
Here is a selection of photos.
A busy time on the Genesys and ctalk stands.
Bobby Aberdeen from Odigo engaged in a conversation about cloud contact centres.
All smiles from Jonathan Annette of IFS | mplsystems
Ben Booth of MaxContact highlights the benefits of predictive dialling.
Ama Johal of Puzzel describes how contact centres can deliver a consistent customer experience.
IMImobile discuss omnichannel.
Plantronics demonstrate the latest headsets.
Christian Majer of 8×8 outlines how CX can be turned into a competitive weapon.
Altitude immersed in conversation.
Kevin O’Connor of Premier CX explaining the benefits of better audio messaging.
A view of the floor.
QuickScripts get a quick break between meetings.
Ultracomms listening intently to customer requirements.
Refract highlight the benefits of AI.
Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.
He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.
He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."
Connect with Jonty on LinkedIn
Read more by Jonty Pearce
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
