Five9 Launches Joint Enterprise Customer Experience AI Solution With Google Cloud The Power of Intelligent CX…
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.
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…
Contact Centre Technology Report 2026
Valuable Insights, Practical Guidance and Stellar Case Studies: Contact Centre Technology Report 2026 Now available to…
Diligenta Contact Centre Staff Escalate Strike Action in Pay Dispute
Diligenta contact centre staff escalate strike action in pay dispute Unite members employed by finance sector…
Puzzel – The State of Contact Centres 2026
The State of Contact Centres 2026 – Download the 6 key trends in customer experience for…
Capita Selected by Kent County Council to Deliver Contact Centre Services
Capita has been awarded a new contract by Kent County Council (KCC), the largest local authority…
Routine Queries to Be Fully Automated by Agentic AI in 2026
Over Half of CX Leaders Expect More Routine Queries to Be Fully Automated by Agentic AI…
Sussex Police Tops National 999 Response Times
Sussex Police has been ranked the top performing force in the country for answering 999 calls,…
The Year of Trust? Customer Experience in 2026
The Year of Trust? Customer Experience in 2026 – Contact Centre leaders predict the future of…
The Future of the Financial Industry in a Digital Age
Transforming Customer Engagement: The Future of the Financial Industry in a Digital Age In today’s financial…
VodafoneThree brings Contact Centre Jobs back to the UK
VodafoneThree has announced it is bringing 400 contact centre jobs back to the UK, marking the…
Stop Chasing AI Hype and Start Building Strategy
AI is often marketed as a transformative solution for customer service, just switch it on, and…
Supplier Directory – Britannic
Britannic are award-winning specialists in business communications, systems integration, digital transformation and managed services, maximising the…
Supplier Directory – Calabrio
Calabrio, the workforce performance company, provides the digital foundation of today’s customer-centric contact centres, enriching and…
Supplier Directory – Jabra
Jabra provides contact centres with a powerful way to satisfy more customers. Jabra headsets are designed…
The Workforce Intelligence Revolution
The Workforce Intelligence Revolution: From Managing People to Maximising Potential The contact centre industry has seen…
Met Police Contact Centre Staff Call New Year Eve Strike
This New Year’s Eve strike by London Metropolitan Police contact centre workers and staff is a…
UK’s First National Contact Centre Day Confirmed for 4 March 2026
UK’s First National Contact Centre Day Confirmed for 4 March 2026 The UK’s contact centre sector…
Customer Experience Transformation: Bridging the Gap
Customer experience transformation: Bridging the gap in the contact centre Craig Farley of IPI discusses how…