Overcoming the AI Adoption Chasm in the Contact Centre

Overcoming the AI Adoption Chasm in the Contact Centre – Kevin McGachy, Head of AI Solutions…

Finalists Announced for European Contact Centre & Customer Service Awards

The Finalists for Europe’s largest and longest-running customer contact awards program have been revealed today. The…

Calabrio Supports UK Power Networks Commitment to Supporting Vulnerable Customers

Calabrio supports UK Power Networks commitment to supporting vulnerable customers via their contact centre The Customer…

Forward Emphasis International Appoints New CEO

Forward Emphasis International Appoints New CEO Paula Kennedy Garcia Appointed to Lead the Organisation into Its…

Half of CX Leaders feel Wait Times will be Eliminated Three Years

Over half of CX leaders feel wait times will be eliminated in as little as three…

Sabio Group Charts Course to Net-Zero & Sustainable Future

Sabio Group, the digital customer experience (CX) transformation services specialist, has today announced its ambitious commitment…

Unlocking the Power of Generative Artificial Intelligence

Unlocking the Power of Generative AI; Are You Prepared to Ride the Waves of New Age…

UK Consumers ‘Hacking’ Customer Service to Void Automated Chatbots

Majority of UK consumers ‘hacking’ customer service to avoid automated chatbots in the contact centre according…

Calabrio Introduces All-in-One Compliance Recording Solution for Webex Calling 

Calabrio Introduces All-in-One Compliance Recording Solution for Webex Calling  – Reliable and scalable cloud-native call recording…

Swipe Right to find your Perfect Retail Contact Centre Match

Cirrus is here to here to stamp out all your poor customer experiences. If you appreciate…

Sigma Connected Partners with IRIS on AI Technology Roll Out

Business outsourcing provider Sigma Connected has announced an extended partnership with audio specialist IRIS Clarity as…

The Impact of Background Noise in the Contact Centre Industry

Iris Clarity have published a whitepaper highlighting the impact that background noise has on the contact…

Puzzel to Acquire SupWiz to further Strengthen its Conversational AI Offering

Puzzel to Acquire SupWiz – Leading contact centre platform to further strengthen its conversational AI offering…

Advantages of an Out of Hours Call Answering Service

An out of hours call answering service is a service that answers phone calls for a…

Capita to Transform its Contact Centres with Generative AI Capability

Capita to transform its customer and citizen experience offerings with Generative AI capability in its contact…

Calabrio & Five9 Join Forces to Modernise Contact Centre Operations 

Calabrio and Five9 Join Forces to Modernise Contact Centre Operations Customer-centric integration advances the industry with…

Nearly Half of UK Contact Centre Teams Use AI-Powered Software

Nearly half of UK Contact Centre Teams use AI-powered software – AI-enhanced customer service software users…

Automation will not drive a reduction in contact centre agents

Automation will not drive a large-scale reduction in Contact Centre agent numbers before 2026 New research…

British Gas to Boost Workforce with Contact Centre Apprentice Scheme

British Gas will be hiring and training new apprentices to boost its customer facing teams and…

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