The Rise of Customer Initiated Outbound Calling: Steven Brook, Chief Commercial Officer at Noetica discusses the…
Category: – Articles
The Decline of the Contact Centre Agent
The role of contact centre agents has been steadily declining in recent years due to a…
Contact Centres are Facing a Growing ‘Trust Gap”
A growing ‘Trust Gap’ is preventing contact centres from reaching customers at all, according to new…
Will Agentic AI Help or Harm the Human Agent Experience?
Will Agentic AI Help or Harm the Human Agent Experience? – Martin Taylor, Co-Founder and Deputy…
Contact Centres are now involved in 61% of Fraud Cases
Contact centres are now involved in 61% of fraud cases as criminals target customer service teams…
Why Fixing the Contact Centre Won’t Fix Your Customer Experience
Why Fixing the Contact Centre Won’t Fix Your Customer Experience – Richard Higginbotham, Product Marketing – Intelligent Automation…
Car Finance Compensation: Is This What Conversational / Agentic AI Was Built For?
Car Finance Compensation: Is This The Surge That Conversational / Agentic AI Was Built For? – Joe…
CX Is Breaking at Scale. Here’s How Contact Centre Models Are Evolving
Customer Experience Is Breaking at Scale. Here’s How Contact Centre Models Are Evolving Most businesses don’t…
What Cognigy Nexus Confirmed About the Agentic AI Opportunity
What Cognigy Nexus Confirmed About the Agentic AI Opportunity — And Why Expertise Is Everything –…
National Contact Centre Day: ‘Contact Centre as a Career’
National Contact Centre Day: ‘Contact Centre as a Career’ – Tim van Oerle, Chief Operating Officer…
National Contact Centre Day: How AI is Changing the Contact Centre Profession
4th March marks the first ever National Contact Centre Day, championed by the Contact Centre Management…
Make Working at a Contact Centre into a Fulfilling, Lifelong Career
How to make working at a contact centre into a fulfilling, lifelong career – Kirk Bradley,…
Why Asynchronous Communication Channels Are Redefining Customer Engagement
Why Asynchronous Communication Channels Are Redefining Customer Engagement Customer expectations around communication with businesses have fundamentally…
The Rehiring Boomerang: What Gartner Is Really Telling Us About AI in Contact Centres
The Rehiring Boomerang: What Gartner Is Really Telling Us About AI in Contact Centres – Kevin…
The Rising Role of Self-Service Portals in Contact Centres
Self-service portals are reshaping contact centre operations as digital systems evolve. As customer expectations rise and…
Gartner’s AI Cost Prediction Is Wrong – But It’s a Symptom of a Broken Industry Model
Gartner’s AI Cost Prediction Is Wrong – But It’s a Symptom of a Broken Industry Model…
5 Predictions Defining the Future of AI and CX in EMEA
Hype or Reality? 5 Predictions Defining the Future of AI and CX in EMEA Sam Counterman…
6 key CX trends to watch for 2026
6 key CX trends to watch for 2026 – If the past few years were about…
The Cost of a Contact Centre
The cost of a contact centre –Luke Cuthbertson, Head of CX Consulting Practice at Route 101 discusses…