Latest News & Information from the UK Contact Centre Industry

Content Guru & Together Win Best Use of AI & Automation Award

Content Guru and Together Win “Best Use of AI & Automation” at 2025 CCA Global Excellence Awards Content…

What’s next for AI in business? Moving beyond the low-hanging fruit

What’s next for AI in the contact centre ? Moving beyond the low-hanging fruit and escaping proof-of-concept purgatory…

Poor Customer Service isn’t a Generational Issue

Poor customer service isn’t a generational issue ~ Why Gen Z aren’t to blame for worsening customer service…

How Can the Contact Centre Improve Customer Retention?

Multi-Channel Experiences – How Can the Contact Centre Improve Customer Retention? – Richard Hanscott, CEO at Esendex, explains.…

VoiceAbility & Sabio Launch Neurodiversity-Focused CX Solution

Breaking Down Barriers: VoiceAbility and Sabio Launch Neurodiversity-Focused Customer Experience Solution Leading voice and rights charity VoiceAbility, has…

Cloud Contact Centres – a shot in the arm for Asian Private Healthcare

Cloud contact centres – a shot in the arm for Asian private healthcare as Omningage explains. Private healthcare…

ECCCSA Awards 2025

Poor Customer Service isn’t a Generational Issue

Poor customer service isn’t a generational issue ~ Why Gen Z aren’t to blame for worsening customer service…

Turning Customer Interactions into Revenue Generating Opportunities

Ventrica’s new research shows how brands can earn up to £500 more per customer, every year – simply…

Serco Awarded BBC Audience Services Outsource Contract

Serco has been awarded a contact centre outsource contract to provide BBC Audience Services for a minimum of…

Insurance Revolution Bespoke AI-Powered Speech Analytics Solution

Insurance Revolution Bespoke AI-Powered Speech Analytics Solution that will, – capture, transcribe, analyse and QA score 7.7 million…

Calabrio Names Frank Ciccone CRO as Company Accelerates Growth & CX Innovations

Calabrio Names Frank Ciccone CRO as the Company Accelerates Growth and Customer Experience Innovations Veteran customer experience (CX)…

The Challenges of Integrating People & Tech in the Contact Centre

“The low-hanging fruit is no longer there on the tree” – new CCMA research highlights the ongoing challenges…

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