Capita celebrates success at CCA Excellence Awards 2026
At the CCA Excellence Awards 2026, Capita’s contact centre division had a highly successful night, securing two major…
The Risks & Realities of Fragmented Workforce Communication in the AI Era
New Research Sheds Light on the Risks and Realities of Fragmented Workforce Communication in the AI Era Global…
Contact Centres are Facing a Growing ‘Trust Gap”
A growing ‘Trust Gap’ is preventing contact centres from reaching customers at all, according to new research from…
Premier CX Partners with HiringBranch to Transform Contact Centre Recruitment
Premier CX Partners with HiringBranch to Transform Contact Centre Agent Recruitment. By combining contact centre expertise with top-of-the-funnel,…
Essent Reduces Contact Centre Technology Costs by 50%
Essent Reduces Contact Centre Technology Costs by 50% – Sabio Group delivers mission-critical cloud migration for the Netherlands’ largest…
Customer Service Model ‘No Longer Fit for Purpose
12-month cross-sector study finds over half of organisations unprepared for AI-driven shift as industry moves beyond “faster and…
Download: The Inner Circle Guide to Agentic AI
Web chat gets most of the AI attention in customer service, but the real automation gap is email.…
An Introduction to Conversational Intelligence
Every conversation your contact centre handles contains insights you’re not using yet. Topics that keep coming back. Sentiment…
Capita Extends Contact Centre Partnership with Major Distribution Client
Capita extends eight-year contact centre partnership with major distribution client through new contract renewal. Capita has secured a…
The Hidden Cost of PCI in the Contact Centre
The hidden cost of PCI in the contact centre – Matt Taylor, Head of Solution Consulting at IPI…
Hyro & Five9 Partner to Deliver AI Agents to Contact Centres
Hyro & Five9 Partner to Deliver Healthcare-Specific AI Agents to Contact Centres, Cutting Integration Time to One Hour…
Staffordshire Police Recruit Additional Contact Centre Staff
Staffordshire Police has strengthened its force contact centre by recruiting 15 additional staff ahead of the busiest period…
Customer Service Model ‘No Longer Fit for Purpose
12-month cross-sector study finds over half of organisations unprepared for AI-driven shift as industry moves beyond “faster and…
Half of Brits Struggle with Workplace Motivation during Summer
Over half of Brits struggle with workplace motivation during summer – An employee wellness report from Jukebox Marketing reveals…