Author: Contact- Centres
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Peopleware Premieres at CCW 2025
Peopleware Premieres at CCW 2025: The Entire InVision Workforce Management Portfolio Under One Brand Peopleware, the new brand uniting all products and services of InVision Group, will make its live debut at CCW 2025 in Berlin. CCW visitors will be able to experience Peopleware’s comprehensive portfolio of solutions for fully digitalized workforce management at stand G18…
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Ever Thought about Nominating your Contact Centre for an Award?
The UK National Contact Centre Awards is a fantastic opportunity to highlight your organisation’s achievements over the past year and celebrate all that you’ve accomplished, especially with the exciting categories we have lined up this year. Now’s the time to take the leap! Time is ticking! Nominations close in less than a month on Friday…
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Why Customer Experience Needs a Reality Check in 2025
Why Customer Experience Needs a Reality Check in 2025 – Stuart Dorman, Chief Innovation Officer at Sabio Group discusses. The customer experience (CX) industry is literally standing at a crossroads, where the dazzling promises of artificial intelligence clash with the harsh realities of day-to-day operations. So, with the new year well underway – and indeed…
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Maximise the UK’s Outsourced Contact Centre Opportunity
Rob Crutchington of Encoded shares his 3-point methodology to maximise the UK’s outsourced contact centre opportunity. According to the Contact Centre Management Association (CCMA), contact centre outsourcing in the UK has been steadily increasing over the past decade and the Business Processing Outsourcing (BPO) sector now employs around 175,000 people. It is the largest employer…
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CC33Global Plans AI Recruitment Drive Following £1m investment
Sheffield-headquartered CC33Global, one of the UK’s leading customer service outsourcing companies, is set to launch a new AI development team comprising up to 20 new positions. The move follows a substantial £1m investment into driving innovation in this area of CC33Global’s operations. Kicking off the recently acquired business’ new £15m investment strategy, the newly formed…
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Caxton Transforms Customer Experience with Britannic
Caxton Transforms Customer Experience with Britannic – Providing a Personalised Seamless Service and Revealing Data Insights Today, Caxton, a leading British fintech company known for delivering top-tier financial solutions for consumers and businesses for over 20 years, announced that it has transformed its customer experience and business operations. In partnership with Britannic, they implemented the…
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InVision Group Unites Entire Portfolio Under New Peopleware Brand
InVision Group, a leading provider of workforce management (WFM) software and the company behind injixo, is bringing together its entire product and services portfolio under the new “Peopleware” brand. This strategic step reflects the company’s long-term development and marks the next logical phase in its evolution, accompanied by a completely revamped brand identity. The new…
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Survey Highlights Need for AI in Customer Service as Brits Remain Vulnerable
NICE Survey Highlights Urgent Need for AI in Customer Service contact centres as Up to 35 Million Brits Remain Unknowingly Vulnerable – Most UK consumers are still unaware of their vulnerable status, reveals NICE Survey -While over one million more UK consumers self-identify as vulnerable, a staggering 35 million adults are potentially vulnerable, with many…
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TCN Contact Centre Solution Increases Revenue By 180% In One Year
Award-Winning Contact Centre Solution TCN Increases Revenue By 180% In One Year Global cloud-based call centre software provider celebrates significant annual company growth TCN UK, a global provider of a comprehensive cloud-based call centre platform for enterprises, contact centres, BPOs, and collection agencies, has announced a huge increase in recurring revenue for 2024. TCN has…
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Five9 Genius AI Process: 4 Steps to Delivering Business Value with AI
Five9 Genius AI Process: 4 Steps to Delivering Business Value with AI AI for CX is essential, but this technology is complex and rapidly evolving. Successfully implementing AI requires a trusted partner. At Five9, we don’t just build you AI-powered CX products — we’ll help you create a custom AI roadmap then guide you through…
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Alvaria Teams Up with Zoom to Enhance Customer Engagement in Contact Centres
Alvaria Teams Up with Zoom to Enhance Customer Engagement and Compliance in Contact Centres Alvaria, a leading provider of compliance-first contact centre software, announces that it has teamed up with Zoom, a global leader in communication technology, to empower contact centers with innovative tools for enhancing customer engagement and operational efficiency. Integrating Alvaria’s expertise in…
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Ventrica – The Future of Customer Experience: Trends Shaping 2025
As we stand at the threshold of 2025, the landscape of customer experience (CX) is undergoing a profound transformation. Driven by technological advancements and evolving consumer expectations, businesses are reimagining how they interact with and serve their customers. Let’s explore the key trends that are set to define CX in 2025 and beyond. My top…
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The future of customer service: AI’s impact on contact centre agents
Ventrica’s Ray Biggs says “AI is not here to replace agents; it’s here to elevate their role, creating seamless and emotive customer experiences.” The customer service industry is at a crossroads, undergoing a profound transformation fuelled by the adoption of artificial intelligence (AI). By 2025, McKinsey predicts that 16% of global contact centre agent labour…
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ESP Group Secures NHS Contract for NSS National Contact Centre
ESP Group Secures NHS Contract to Deliver Services for the NSS National Contact Centre The ESP Group is pleased to announce it has been awarded a contract with the National Health Service (NHS) and National Services Scotland (NSS) to provide essential support services for the NSS National Contact Centre (NCC) until 2027. The NSS National…
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Beko Europe Starts Recruitment Drive for Contact Centre Staff
Beko Europe Starts Recruitment Drive for extra staff at its Peterborough based Contact Centre. Beko, which has various brands including Whirlpool, Indesit, Hotpoint and KitchenAid, has teamed up with Peterborough Jobcentre in a bid to fill 10 vacancies for contact centre agents within its customer service department. A spokesperson for Beko Europe said: “They are…
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Survey Reveals Insightful Customer Preferences for Contact Centres
TCN conducts first UK consumer survey of 2000 people revealing insightful customer preferences for contact centres TCN has released the results of its first annual UK “Consumer Insights about Customer Service” survey. The national survey, conducted by OnePoll and commissioned by TCN reveals that the UK customer service landscape continues to evolve, and in 2024,…
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The Contact Centre Industry Average Wait Time
If you’ve ever had a problem that you’ve needed to sort over the phone, you know how frustrating it can be when you have to deal with long wait times or have multiple departments you are passed through until you actually get through to the person that you need to speak to. However, how long…
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What Trends Are Going to Be Big in Contact Centres in 2025?
With 2025 well underway, many companies are making changes in their industries, driven by the introduction of AI and the ever-evolving preferences of customers. The contact centre industry is no exception. But what can contact centres expect this year, and how can they prepare for these changes to ensure they are ready to adapt effectively?…
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Sabio Secures Position in Global Sustainability Rankings
Sabio Secures Position in Global Sustainability Rankings; Re-Affirming Green Tech Leadership Leading CX solutions provider achieves EcoVadis silver medal, placing it in the top 15% of companies globally for sustainability practices. Sabio Group, the digital customer experience (CX) transformation specialist, has secured its position in the top tier of organisations in a global sustainability assessment.…