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…
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 role because…
Agria Pet Insurance Partners with Elephants Don’t Forget to Strengthen Customer Outcomes
Agria Pet Insurance partners with Elephants Don’t Forget to strengthen frontline competence and customer outcomes – Agria Pet…
Why Brands Are Still Cautious About AI In Customer Service
Why Brands Are Still Cautious About AI In Customer Service – Maria Paredes Piscione, AI Solutions Consultant at…
Voice AI in the Contact Centre: Transforming the Channel of Choice
We’ve spent a decade investing in digital channels to move customers away from the phone. So why does…
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Average handle time in the contact centre is holding back brand loyalty: It’s time to ditch outdated CX…