AI hype vs. business reality: The race to meaningful implementation – Chris Martin, AI & ML…
Author: Contact- Centres
Perry Sanger first entered the Contact Centre industry back in 1990 so has seen and reported on the transition from call centre to multi-channel contact centre that we know today.
IPI Launches First Partner Programme to UK market
‘Evolving Together’ sets new benchmark for channel partnerships by accelerating partner growth and profitability through IPI’s…
Content Guru & Together Win at Digital Technology Leaders Awards
Content Guru and Together Win “Machine Learning / AI Project of the Year” at 2025 Digital…
NiCE Unveils 2025 International CX Excellence Award Winners
NiCE Unveils 2025 International CX Excellence Award Winners, Spotlighting the Game-Changers in AI-Driven Customer Service Automation.…
Contact Centre-as-a-Service (CCaaS) Market Report 2025
Contact Centre-as-a-Service (CCaaS) Market Report 2025: CCaaS Mobile Messaging Traffic to Surge by 1,074% from 2025-2029…
Staysure Selects NiCE to Deliver Seamless Insurance Experiences
Staysure contact centre Selects NiCE to Deliver Seamless Insurance Experiences for the Modern Traveler with CXone…
Suffolk Fire & Rescue Service Control Centre Goes Live
Suffolk’s once-in-a-generation, state-of-the-art fire control room / contact centre goes live. A new era in emergency…
Content Guru Celebrates UK Contact Centre Excellence
Content Guru Celebrates UK Contact Centre Excellence at the 30th Annual UK National Contact Centre Awards…
UK National Contact Centre Awards Raises £7,000 for Elsie’s Story
Organisers of the UK National Contact Centre Awards are pleased to announce a total of £7,000…
Resorting to Digital – Cloud Technology for Hospitality
Living costs and living standards in South East Asia have risen. For the hospitality industry, staffing…
RAC Bristol wins ‘South West Contact Centre of the Year’
RAC Bristol wins ‘South West Contact Centre of the Year’ for second year running The RAC…
2025 CX Study: Meeting Rising Customer Expectations
2025 CX Study: Meeting Rising Customer Expectations – New contact centre report from Five9 Customer expectations…
Council Contact Centre shines in Mystery Shopper Exercise
A mystery shopper exercise at South Cambridgeshire District Council’s Contact Centre found 98% of advisors answered…
Sigma Connected Wins Gold at UK National Contact Centre Awards
Sigma Connected wins at UK National Contact Centre Awards for Community Foundation success Sigma Connected has…
Cloud Contact Centres: Do they Pass the Test?
Private education in South East Asia is growing. The International Schools Database lists 98 International Schools…
Capita to Outsource Scottish Power Jobs to South Africa?
Back in May 2022 contact-centres.com reported that outsourcing company Capita had secured a 5-year £63m contact…
Consumers Demand Fines for Long Hold Times Survey Finds
Consumers Demand Fines for Long Hold Times in the contact centre , 8×8 Survey Finds with…
The Caravan & Motorhome Club Success at Contact Centre Awards
The Caravan and Motorhome Club was shortlisted in five categories in this year’s 30th prestigious UK…
30th UK National Contact Centre Awards – And the Winners are…..
UK’s Top Contact Centres Celebrate Excellence at the 30th UK National Contact Centre Awards Organisations including…