The Mental Health Challenge: Understanding Technology’s Role in Supporting Retail Contact Centre Agents Stuart Dorman, Chief…
Category: – Articles
The CX Emperor’s New Clothes: Why Most Organisations Are Naked Regarding CX
The CX Emperor’s New Clothes: Why Most Organisations Are Naked When It Comes to Customer Experience…
Use Technology to turn Compliance into Competitive advantage or risk falling behind
Use technology to turn compliance into competitive advantage or risk falling behind, warns FourNet AI and…
Meeting Gen Z Customer Expectations in the Contact Centre
Gen Z is quickly becoming the key customer demographic for UK businesses, expecting seamless, hyper-personalised, omnichannel…
AI that actually works in the Contact Centre
AI that actually works in the contact centre as Enghouse Interactive explains Every company asks the…
Banking: Less Than 30% Getting Full Value of Contact Centre
Banking Study: Less Than 30% Getting Full Value of Contact Centre AI, Glia Finds Research with…
4 in 10 Contact Centre Workers to Quit because of Poor Wellbeing
4 out of 10 contact centre workers (40%) say they expect to have to quit their…
The Future of the Financial Industry in a Digital Age
Transforming Customer Engagement: The Future of the Financial Industry in a Digital Age In today’s financial…
AgenticAI will Re-Define the World of the Contact Centre Agent
Agentic AI Is Not About Replacing People — But It Will Redefine the Work They Do…
Contact Centre Article: Bad Habits That Kill Your WFM Strategy
Bad Habits That Kill Your WFM Strategy – Jim Fleming, WFM Solutions Consultant at Sabio Group…
Bridging the Contact Centre Gap: Omnichannel, AI & the future of CX
Bridging the contact centre gap: Omnichannel, AI and the future of CX – Magnus Geverts, VP…
Contact Centre Outbound Dialling – Persistent Misuse Policy
Sytel Limited, a specialist in contact centre technology, is calling on UK regulator Ofcom to reaffirm…
AI-Powered CX: From Contact Centre to Company-Wide Care
AI-Powered CX: From Contact Centre to Company-Wide Care – Jurgen Hekkink, Head of Product Marketing, AnywhereNow,…
The Return of Voice: AI’s unlikely role in shaping the future of CX
The return of voice: AI’s unlikely role in shaping the future of CX in the contact…
AI Hype vs. Business Reality: The Race to Meaningful Implementation
AI hype vs. business reality: The race to meaningful implementation – Chris Martin, AI & ML…
Resorting to Digital – Cloud Technology for Hospitality
Living costs and living standards in South East Asia have risen. For the hospitality industry, staffing…
Global Displacement of 1.9m Contact Centre Agents by Automation by 2029
Latest report from Cavell predicts the global displacement of 1.9 million contact centre agents by Automation…
Empowering Agents with AI: A Vision for Future of Customer Support
Empowering Agents with AI: A Vision for Future of Customer Support within the Contact Centre –…
Steps to Future-Proof Customer Experience for the Age of Agentic AI
Steps to Future-Proof Customer Experience in the contact Centre for the Age of Agentic AI explains…