Bridging the contact centre gap: Omnichannel, AI and the future of CX – Magnus Geverts, VP…
Category: – Articles
Contact Centre Outbound Dialling – Persistent Misuse Policy
Sytel Limited, a specialist in contact centre technology, is calling on UK regulator Ofcom to reaffirm…
AI-Powered CX: From Contact Centre to Company-Wide Care
AI-Powered CX: From Contact Centre to Company-Wide Care – Jurgen Hekkink, Head of Product Marketing, AnywhereNow,…
The Return of Voice: AI’s unlikely role in shaping the future of CX
The return of voice: AI’s unlikely role in shaping the future of CX in the contact…
AI Hype vs. Business Reality: The Race to Meaningful Implementation
AI hype vs. business reality: The race to meaningful implementation – Chris Martin, AI & ML…
Resorting to Digital – Cloud Technology for Hospitality
Living costs and living standards in South East Asia have risen. For the hospitality industry, staffing…
Global Displacement of 1.9m Contact Centre Agents by Automation by 2029
Latest report from Cavell predicts the global displacement of 1.9 million contact centre agents by Automation…
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…