Britannic Wins Mitel Innovation Leader of the Year 2026 Award
Today, Britannic Technologies announced it has won the Mitel Innovation Leader of the Year award, recognising its commitment…
Sabio’s AI Chief: “AI’s ‘Token-Maxing’ Era is Over’
Sabio’s AI Chief: “AI’s ‘token-maxing’ era is over; End of Subsidies Now Forcing Corporate Reckoning” The era of…
Why Conversation Quality Now Defines AI Success in the Contact Centre
Beyond speech recognition accuracy: why conversation quality now defines AI success in the contact centre Dmitry Sityaev, Head…
Connect Powers StepChange’s Expansion of Financial Support Services
Over the past three years, Connect, a global business communications expert with over 35 years’ experience, has supported StepChange, one of…
The Benefits of Cloud Technology in the Contact Centre
Cloud technology has transformed the modern contact centre, enabling organisations to deliver faster, more efficient and highly personalised…
A Guide to Contact Centre CRM Integration
Many organisations have a CRM in place and assume that means they’re getting value from it. But a…
6% of Contact Centre Leaders Confident their Teams Support Vulnerable Customers
Only 6% of Customer Service Leaders Are Very Confident Frontline Teams Consistently Support Vulnerable Customers New findings from…
Today’s Workforce Overwhelmingly Turns to Voice for Communication
Today’s Workforce Overwhelmingly Turns to Voice for Communication in High-Value and Critical Moments As AI reshapes how work…
ESP Group Secures Contact Centre Outsource Hospitality Contract with ibis
ESP Group has secured a new contact centre outsource contract with ibis Edinburgh Centre St Andrew Square, further…
Peopleware Expands its AI-native Workforce Management Suite with Capacity Planning
Peopleware expands its AI-native workforce management suite with Capacity Planning New capability helps organisations make strategic workforce and…
British Gas Owner Centrica Announces Plans to Cut Contact Centre Jobs
British Gas owner Centrica has announced plans to cut around 1,300 jobs as part of a major restructuring…
Today’s Workforce Overwhelmingly Turns to Voice for Communication
Today’s Workforce Overwhelmingly Turns to Voice for Communication in High-Value and Critical Moments As AI reshapes how work…