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Category: – Articles
AI will be the Downfall of the Contact Centre Agent – Or will it?
Artificial intelligence is transforming the contact centre industry at a pace few could have imagined just…
Can a Contact Centre Learn from Costa Coffee?
Before starting work each morning at Contact-Centres.com Towers, I usually find myself in my local Costa…
Allianz Plans Job Cuts as AI Reshapes their Contact Centres
Allianz Plans Job Cuts as AI Reshapes their Contact Centres – is AI killing the contact…
Technology Advances in the Contact Centre Industry Over the Past 25 Years
Technology Advances in the Contact Centre Industry Over the Past 25 Years – I was reminded…
Bad Habits That Kill Your WFM Strategy in your Contact Centre
Bad Habits That Kill Your WFM Strategy – Workforce management has evolved far beyond simple schedule creation…
The Decline of the Contact Centre Agent
The role of contact centre agents has been steadily declining in recent years due to a…
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…
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…
The Rise of Customer Initiated Outbound Calling
The Rise of Customer Initiated Outbound Calling: Steven Brook, Chief Commercial Officer at Noetica discusses the…
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…