Britannic Wins Mitel Contact Centre Innovation Leader Award
Britannic Technologies has been named Mitel Innovation Leader Of The Year 2026, receiving the prestigious award at the…
65% of Contact Centre Leaders Call Their AI Successful
65% of Contact Centre Leaders Call Their AI Successful. Yet 43% of Projects Are Delayed or Stalled Laivly…
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…
UK Pupils & Students Aren’t the Only Ones Feeling Exam Pressure
UK Pupils and Students Aren’t the Only Ones Feeling Exam Pressure – Universities Are Too, with £2Bn at…
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…
65% of Contact Centre Leaders Call Their AI Successful
65% of Contact Centre Leaders Call Their AI Successful. Yet 43% of Projects Are Delayed or Stalled Laivly…
ESP Group Named in The Sunday Times Scotland Fast 50
ESP Group has been named in the inaugural 2026 edition of The Sunday Times Scotland Fast 50, securing…
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…
eGain Announces eGain AI Agent for Zoom Contact Centre
eGain have announced eGain AI Agent for Zoom Contact Centre, delivering trusted, AI-powered answers and actions directly inside…
ESP Group Secures TfL Contract Creating Up to 40 New Jobs
ESP Group Secures Multi-Million-Pound TfL Contract Creating Up to 40 New Contact Centre Jobs ESP Group has secured…
Contact Centres are Racing to End Silos as Voice Volumes Climb
Zendesk’s Momentum Shows Contact Centres are Racing to End Silos as Voice Volumes Climb Voice remains 40% of…
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Average handle time in the contact centre is holding back brand loyalty: It’s time to ditch outdated CX…