North East Contact Centre Awards 2026 open for Nominations
North East Contact Centre Awards 2026 open for Individual Stars nominations Celebrating the people who make the North…
Industry Poll Reveals Confidence Gap as AI Agent Assist Adoption Accelerates
As investment in AI accelerates across customer operations, new findings suggest many organisations are still in the early…
The Decline of the Contact Centre Agent
The role of contact centre agents has been steadily declining in recent years due to a combination of…
Connect Powers StepChange’s Expansion of Financial Support Services
Connect Powers StepChange’s Expansion of Financial Support Services Over the past three years, Connect, a global business communications expert with…
Organisations Feel Pressure to Scale AI for Customer Experience
Survey: Nearly All European Organisations Feel Pressure to Scale AI for Customer Experience, Yet Only 38% Have a…
Organisations Feel Pressure to Scale AI for Customer Experience
Survey: Nearly All European Organisations Feel Pressure to Scale AI for Customer Experience, Yet Only 38% Have a…
TTEC & Volkswagen Group UK Expand Collaboration with 7 Year Agreement
TEC have announced a seven-year contract extension with Volkswagen Group UK, advancing a strategic collaboration focused on delivering…
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…
SuccessKPI Recognised Among Top Workforce Management Providers
SuccessKPI Recognised Among Top Workforce Management Providers in New DMG Report SuccessKPI, a leading cloud-native performance platform for…
Forrester Predicts that AI will Reduce Contact Centre Jobs by 50%
Forrester predicts that artificial intelligence (AI) will reduce contact centre jobs by as much as 50% by 2030.…
The Caller with a Stammer – How do Contact Centres Handle these Calls?
More than 500,000 UK adults stammer – Research by STAMMA, the charity supporting people who stammer, found that 65%…
Average Handle Time is Holding Back Brand Loyalty
Average handle time in the contact centre is holding back brand loyalty: It’s time to ditch outdated CX…