Latest report from Cavell predicts the global displacement of 1.9 million contact centre agents by Automation…
Category: – Articles
Empowering Agents with AI: A Vision for Future of Customer Support
Empowering Agents with AI: A Vision for Future of Customer Support within the Contact Centre –…
Steps to Future-Proof Customer Experience for the Age of Agentic AI
Steps to Future-Proof Customer Experience in the contact Centre for the Age of Agentic AI explains…
How an API-First Design Empowers Cloud Contact Centres
How an API-First Design Empowers Cloud Contact CentresEnghouse Interactive Ben Levy, President, Enghouse Interactive The landscape…
Multiagent Systems: Taking Agentic AI to the Next Level
Multiagent Systems: Taking Agentic AI to the Next Level in the contact centre Jurgen Hekkink, Head…
Why You Need a CX Monitoring Solution
Why You Need a CX Monitoring Solution – Not Just Another Application Monitoring Tool according to…
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…
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…
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%)…
Stuck with Legacy Systems? Agile Tech is Key to Contact Centre Success
Stuck with Legacy Systems? Why Agile Tech is the Key to Contact Centre Success in 2025…
How Contact Centres are Supporting the Next Generation
Student mental health: how contact centres are supporting the next generation Student mental health is a…
How Agentic AI is Revolutionising the Contact Centre
How Agentic AI is revolutionising the contact centre – Jurgan Hekkink, Head of Product Marketing, Anywhere365…
WorkL Reveals Key Barriers to Workplace Happiness
As the world celebrates International Day of Happiness (20th March 2025), WorkL reveals that the commute,…
4 CX Tech Trends that Contact Centre Leaders Can’t Ignore
According to Frost & Sullivan, the number one CX priority uncovered for 2025 is Ensuring customer…
What CX Leaders Can Expect From AI in 2025
What CX Leaders Can Expect From AI in 2025 An interview with Martin Taylor, Co-Founder and…
The future of customer service: AI’s impact on contact centre agents
Ventrica’s Ray Biggs says “AI is not here to replace agents; it’s here to elevate their…