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Collage of photos from the Adanola site visit

28th October 2026

10 Customer-Centric Ideas We Heard at Adanola

Uncover the customer-centric ideas we heard when we visited Adanola's contact centre, covering employee engagement, recruitment, teamwork, feedback and more.

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A road sign with short term long term words on sky background

What’s the Difference Between a Short- and Long-Term AI Strategy?

Five standing pillars and a person holding five falling ones

Key Things That “Make or Break” a Resource Planning Team

What Is Our Metric Fixation Really Costing Us?

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Resources

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Guide: Are Your Agents Ready?

Guide: Are Your Agents Ready?

Webinar Replay: How to Turn Customer Feedback into Action

Webinar Replay: How to Turn Customer Feedback into Action

eBook: Capacity Planning for Contact Centre BPOs

eBook: Capacity Planning for Contact Centre BPOs

eBook: EU Data Sovereignty for the Contact Centre

eBook: EU Data Sovereignty for the Contact Centre

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News

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Assembled Partners With Nextiva to Introduce WFM Integration

Assembled Partners With Nextiva to Introduce WFM Integration

AnywhereNow Wins Second Microsoft AI Hackathon Challenge

AnywhereNow Wins Second Microsoft AI Hackathon Challenge

Vonage Adds Email to Its Omnichannel Messaging API

Vonage Adds Email to Its Omnichannel Messaging API

Zoom Acquires Enterprise AI Search Platform Onyx

Zoom Acquires Enterprise AI Search Platform Onyx

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Blogs

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From AI Insights to Action: Closing the Coaching Gap

From AI Insights to Action: Closing the Coaching Gap

Awaab’s Law Phase 2: Connecting Property and Resident Data

Awaab’s Law Phase 2: Connecting Property and Resident Data

Digital Where Possible, Human When Essential, Agentic Where Appropriate

Digital Where Possible, Human When Essential, Agentic Where Appropriate

Q&A: The Role of AI When Every Second Counts

Q&A: The Role of AI When Every Second Counts

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Events

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ICMI Contact Center Expo 2026

ICMI Contact Center Expo 2026

Consumer Duty at Scale: Proving Fairness Across 100% of Interactions – Webinar

Consumer Duty at Scale: Proving Fairness Across 100% of Interactions – Webinar

2026 #RaisingStandards

2026 #RaisingStandards

DemoNow: From Conversation to Action with Dialogue Studio

DemoNow: From Conversation to Action with Dialogue Studio

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People, Processes and Technology

10 Customer-Centric Ideas We Heard at Adanola

10 Customer-Centric Ideas We Heard at Adanola

What Is Our Metric Fixation Really Costing Us?

Keep Your Finger on the Pulse of What Agents Think

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Key Things That “Make or Break” a Resource Planning Team

Key Things That “Make or Break” a Resource Planning Team

Tactics to Manage QA Well During Seasonal Peaks

How to Keep Your Promises to Customers

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What’s the Difference Between a Short- and Long-Term AI Strategy?

What’s the Difference Between a Short- and Long-Term AI Strategy?

8 Ways AI Is Already Changing WFM for the Better

13 CXA Mistakes Every Contact Centre Leader Should Avoid

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