The cost of a contact centre –Luke Cuthbertson, Head of CX Consulting Practice at Route 101 discusses…
Category: – Articles
Contact Centres Set for “Infinite Scale” Revolution
Contact Centres Set for “Infinite Scale” Revolution as AI Unlocks Unprecedented Customer Insight, Says Sabio Innovation…
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…
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…
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…
2026: A Transformational Year for the Contact Centre
2026: A Transformational Year for the Contact Centre Jurgen Hekkink, Head of Product Marketing, AnywhereNow discusses.…
The Biggest CX Trends in Contact Centres Set To Redefine 2026
The Three Biggest CX Trends in the Contact Centre Industry Set To Redefine 2026 according to…
A Winning CX Strategy for Black Friday Success
Each November, UK retailers experience a dramatic surge in online activity between Black Friday and Cyber…
How to Embrace AI within the Contact Centre
Readying the frontlines: how to embrace AI within the contact centre Sid Banerjee, Chief Strategy Officer,…
The Challenges and Opportunities CIOs Face Today
AI in Customer Experience: The Challenges and Opportunities CIOs Face Today in the contact centre As…
The AI Journey to Intelligent Customer Service in 2026 and Beyond
Looking ahead to 2026, it is clear that this will be a transformational year for contact…
95% of UK Consumers Would Rather Avoid Chatbots……
AI cynicism threatens loyalty: 95% of UK consumers would rather avoid chatbots, putting loyalty at risk…
Crucial Lack of Expertise Behind Failure of 95% of Enterprise AI Projects
Crucial Lack of Expertise Behind Failure of 95% of Enterprise AI Projects Technology limitations not to…
Understanding Technology’s Role in Supporting Retail Contact Centre Agents
The Mental Health Challenge: Understanding Technology’s Role in Supporting Retail Contact Centre Agents Stuart Dorman, Chief…
The CX Emperor’s New Clothes: Why Most Organisations Are Naked Regarding CX
The CX Emperor’s New Clothes: Why Most Organisations Are Naked When It Comes to Customer Experience…
Use Technology to turn Compliance into Competitive advantage or risk falling behind
Use technology to turn compliance into competitive advantage or risk falling behind, warns FourNet AI and…
Meeting Gen Z Customer Expectations in the Contact Centre
Gen Z is quickly becoming the key customer demographic for UK businesses, expecting seamless, hyper-personalised, omnichannel…
AI that actually works in the Contact Centre
AI that actually works in the contact centre as Enghouse Interactive explains Every company asks the…
Banking: Less Than 30% Getting Full Value of Contact Centre
Banking Study: Less Than 30% Getting Full Value of Contact Centre AI, Glia Finds Research with…