AI is reshaping the traditional contact centre outsourcing model, new European report from ECCA finds European…
Category: – Contact Centre News
News from the UK contact centre industry
Ready or not? How to prepare for AI that lasts beyond the pilot
Ready or not? How to prepare for AI that lasts beyond the pilot Many contact centres…
The agent who keeps asking customers to repeat themselves
The contact centre agent who keeps asking customers to repeat themselves:The contact centre agent who keeps…
ESP Group wins Service Award at Courier Business Awards 2026
Arbroath-based ESP Group is celebrating after winning the Service Award, sponsored by Walker Luxury Jeweller, at…
AI is transforming customer experience in EMEA. But not for everyone.
AI is transforming customer experience in EMEA. But not for everyone – New Talkdesk report explores AI…
TCN’s State of Customer Service 2026
TCN’s State of Customer Service 2026 Reveals UK Consumers Still Put Humans First as AI Enters…
The Sports the Netherlands Is Surprisingly Good At
Ask most people to name a Dutch sporting strength and football will come up first, usually…
The Vulnerable Customer Gap
The vulnerable customer gap: UK businesses committed to supporting customers, but three in four lack automated,…
Same Customer, Different Query: Why The Task Decides Who Wants AI
Same customer, different query: why the task decides who wants AI Every AI business case contains,…
CCMA Announces Appointment of Steve Blood as Research Director
CCMA Announces Appointment of Steve Blood as Research Director – Former Gartner Vice-President and Analyst to…
Isher Capital acquires London Contact Centre Specialist Confero
Isher Capital acquires London contact centre specialist Confero – The acquisition adds specialist financial services capability…
Britannic Launches NetX Insights to Unlock Dark Data in Conversations
Britannic Launches NetX Insights to Unlock Dark Data in Conversations One Conversation through Multiple Lenses Britannic,…
ContactBabel Research Shows how AI-enabled Analytics Reaches beyond the Contact Centre
One conversation, answers for the whole business: new ContactBabel research shows how AI-enabled analytics reaches beyond…
AI Risks Becoming the Weak Link in UK Customer Service
AI risks becoming the weak link in UK customer service as British consumers report highest levels…
FourNet Expands Customer Experience & AI Business with SVL Acquisition
FourNet expands £65m customer experience and AI business with SVL acquisition Long-standing partner adds specialist expertise…
CCMA Launches Educational Series to Support Contact Centre Professionals
CCMA Launches Educational Series to Support Contact Centre Professionals with Operational Challenges of AI Deployment. √…
Home Truths: Kensington Mortgages Completes Major Servicing Migration
Home Truths: Kensington Mortgages Completes Major Servicing Migration as Digital Future Takes Shape Through Sabio Partnership…
Talkdesk Unifies Villeroy & Boch’s Global Customer Service Operations
Premium ceramics manufacturer unifies customer operations across its Dining & Lifestyle and Bathroom & Wellness divisions…
How Businesses can make the most of AI in Customer Service Solutions
How businesses can make the most of AI in customer service solutions Customer service is changing.…