Multi-Channel Experiences – How Can the Contact Centre Improve Customer Retention? – Richard Hanscott, CEO at…
Category: Editorial Category
Serco Awarded BBC Audience Services Outsource Contract
Serco has been awarded a contact centre outsource contract to provide BBC Audience Services for a…
The Challenges of Integrating People & Tech in the Contact Centre
“The low-hanging fruit is no longer there on the tree” – new CCMA research highlights the…
The AI Revolution in Customer Service: Balancing Efficiency, Cost & Human Touch
The AI Revolution in Customer Service: Balancing Efficiency, Cost, and Human Touch AI is transforming the…
Poor Customer Service isn’t a Generational Issue
Poor customer service isn’t a generational issue ~ Why Gen Z aren’t to blame for worsening…
What UK Customers Really Want from Contact Centres in 2025
What UK Customers Really Want from Contact Centres in 2025 We’ve recently launched our “Voice of…
Insurance Revolution Bespoke AI-Powered Speech Analytics Solution
Insurance Revolution Bespoke AI-Powered Speech Analytics Solution that will, – capture, transcribe, analyse and QA score…
Calabrio Names Frank Ciccone CRO as Company Accelerates Growth & CX Innovations
Calabrio Names Frank Ciccone CRO as the Company Accelerates Growth and Customer Experience Innovations Veteran customer…
Human Experiences could Unleash £100 more per Customer Service Enquiry
New research from Ventrica shows that human experiences could unleash £100 more per customer service enquiry…
European Contact Centre & Customer Service Awards 2025 Open for Entries
Step into the spotlight as the European Contact Centre & Customer Service Awards 2025 are open…
Calabrio Unveil AI-driven Features to Accelerate Contact Centre Efficiency
Calabrio Unveiling Record Number of AI-driven Features to Accelerate Contact Centre Efficiency and Customer Service Satisfaction…
Elevate ‘25 from Puzzel is less than 2 weeks away – Register Now!
Elevate ‘25 virtual is just a few weeks away, and we wanted to give you a…
Jabra Call Control for NICE CXone in the Contact Centre
Jabra Call Control for NICE CXone in the contact centre Designed to extend the value of…
Cloud Contact Centres – a shot in the arm for Asian Private Healthcare
Cloud contact centres – a shot in the arm for Asian private healthcare as Omningage explains.…
Content Guru & Together Win Best Use of AI & Automation Award
Content Guru and Together Win “Best Use of AI & Automation” at 2025 CCA Global Excellence…
The Future of CX Belongs to AI-Enabled Agents
The Future of CX Belongs to AI-Enabled Contact Centre Agents Matt McKernan, SVP, Americas, Content Guru…
Poor Audio & Video holding UK Workers back from Career Opportunities
Muted Potential: Poor audio and video holding UK workers back from career opportunities A quarter (25%)…
Taking Stress out of your Contact Centre with Agentic AI
Stress Awareness Month – Taking stress out of your contact centre with Agentic AI Jurgen Hekkink,…
VoiceAbility & Sabio Launch Neurodiversity-Focused CX Solution
Breaking Down Barriers: VoiceAbility and Sabio Launch Neurodiversity-Focused Customer Experience Solution Leading voice and rights charity…