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…
Will Agentic AI Help or Harm the Human Agent Experience?
Will Agentic AI Help or Harm the Human Agent Experience? – Martin Taylor, Co-Founder and Deputy CEO of…
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…
Virgin Media O2 Strengthens Customer Service with ICS Training Programme
Virgin Media O2 strengthens customer service with Institute of Customer Service training programme – Virgin Media O2 has…
Voice of the Contact Centre Consumer 2026
Customer Service Is Improving – But the UK’s Most Vulnerable Are Being Left Behind CCMA’s 2026 Voice of…
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…
NiCE Advances the Future of AI-First Customer Experience with ServiceNow
NiCE Advances the Future of AI-First Customer Experience within the contact centre with ServiceNow – By unifying engagement…
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…
The UK is a Nation of Experience Sharers & Email Enthusiasts
New Research Highlights the UK is a Nation of Experience Sharers and Email Enthusiasts according to Contact Centre…
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…