2026: A Transformational Year for the Contact Centre Jurgen Hekkink, Head of Product Marketing, AnywhereNow discusses.…
Category: – Articles
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…
4 in 10 Contact Centre Workers to Quit because of Poor Wellbeing
4 out of 10 contact centre workers (40%) say they expect to have to quit their…
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…
AgenticAI will Re-Define the World of the Contact Centre Agent
Agentic AI Is Not About Replacing People — But It Will Redefine the Work They Do…
Contact Centre Article: Bad Habits That Kill Your WFM Strategy
Bad Habits That Kill Your WFM Strategy – Jim Fleming, WFM Solutions Consultant at Sabio Group…
Bridging the Contact Centre Gap: Omnichannel, AI & the future of CX
Bridging the contact centre gap: Omnichannel, AI and the future of CX – Magnus Geverts, VP…