Capita signs new customer experience contract with Ireland’s National Transport Authority Capita plc has signed a…
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Consumers Demand More Accessible Phone Numbers from Banks
One in Four Consumers Demand More Accessible Customer Service Phone Numbers from Banks, Research Finds The…
ESP Group Awarded 18-Month Contract with Transport for Wales
ESP Group Awarded 18-Month Contract with Transport for Wales – Journeycall, part of the ESP Group,…
How Generative AI Is Empowering Not Replacing Agents
Navigating the Future: How Generative AI Is Empowering Not Replacing contact centre Agents Robert Mansfield, CTO…
Interact Becomes First Employee-Owned Contact Centre Outsourcer
Interact, a multi-award-winning UK contact centre outsourcer, is delighted to announce that it has become an…
What is Workforce Management in Contact Centres?
What is Workforce Management in contact centre? There are lots of moving parts in workforce management…
The Importance of Treating Your Customers Right
Contact centres can range from thousands of agent seats to just a few seats. When we…
Your Contact Centre Agent Desktop is a Mess
Your contact centre agent desktop is a mess – Fragmented systems and data sprawl make it…
The Importance of Tone in Artificial Intelligence: A missed opportunity
The importance of tone in artificial intelligence: A missed opportunity Anders Hvelplund, SVP, Jabra It’s no…
What’s a BPO Contact Centre and How Does it Work?
As per PwC, 73% of customers prioritize their experience when making purchasing decisions, ranking it just…
Ethical Insurance Company Partners with IPI as it Launches Contact Centre
New ethical insurance company, the Green Insurer, partners with IPI as it launches contact centre services…
The UK National Contact Centre Awards 2024 are OPEN!
The largest awards programme that recognises contact centre talent in the UK is now OPEN and…
Case Study: ENGIE Completes Digital Transformation
ENGIE Completes its Digital Transformation towards the cloud – ENGIE now benefits from a seamless CX…
Whitepaper: Taking Video to the Contact Centre
Video calling has become a staple of global communications. Almost all of us use some form…
Noetica Waves the Flag for British Contact Centre Technology
Noetica Waves the Flag for British Contact Centre Technology Innovation with Global Award Win Noetica –…
ContactBabel: Agent Engagement & Customer Interaction Analytics
The new ContactBabel analyst reports, “The Inner Circle Guide to Agent Engagement & Empowerment” and “The…
Awaken Intelligence Announces Release of Awaken CoPilot
Awaken Intelligence, the market leader in agent guidance solutions for the contact centre, is excited to…
Unveiling the Future of AI with Microsoft
Unveiling the Future of AI with Microsoft – It’s safe to say that AI has been…
CCMA Benchmarking Tool now open for 2024 Registrations
CCMA Benchmarking Tool for contact centres now open for 2024 Registrations – Get ready to Measure,…