The year of grown-up AI in customer service: Trends, tools and human skills shaping contact centres…
Category: – Contact Centre News
News from the UK contact centre industry
In 2026, Brands Will Make or Break Customer Experiences with AI
In 2026, Brands Will Make or Break Customer Experiences with AI – CCMA Predictions for the…
Calabrio Launches Omni Agent Intelligence to Unify Quality & Performance
Calabrio Launches Omni Agent Intelligence to Unify Quality and Performance Across the Human and AI Agents,…
DWP To Introduce Conversational AI Platform in Contact Centres
The Department for Work & Pensions are seeking to introduce a Conversational AI Platform for their…
Calabrio Achieves Landmark ISO 42001:2023 Certification
Calabrio Achieves Landmark ISO 42001:2023 Certification, Setting a New Global Standard for Responsible AI Independent validation…
New Research Underlines Importance of Accredited BPO Providers
New research underlines importance of accredited BPO providers – – Following the release of new research, a leading…
Five9 Launches Joint Enterprise Customer Experience AI Solution
Five9 Launches Joint Enterprise Customer Experience AI Solution With Google Cloud The Power of Intelligent CX…
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…
The Workforce Intelligence Revolution
The Workforce Intelligence Revolution: From Managing People to Maximising Potential The contact centre industry has seen…