What will the contact centre of 2030 look like? Simon Hall, Principal Analyst at CCW Europe,…
Category: – Articles
Customer Conversations that Contact Centres can no Longer Ignore
The confidence vs evidence gap in customer conversations that contact centres can no longer ignore New…
Most Contact Centres Have an AI Strategy but Do Not Execute on Automation
Most Contact Centres Have an AI Strategy but Do Not Execute on Automation, Finds SuccessKPI Survey…
Half of Contact Centre Leaders Struggle to Develop their People Continuously
More than half of contact centre leaders say continuously developing their people is one of the…
The Barrier Hiding in Plain Sight in Your Contact Centre
The Barrier Hiding in Plain Sight in Your Contact Centre: Background Noise and Hearing Loss By…
How AI is Turning Accessibility into a Customer Experience Advantage
How AI is turning accessibility into a customer experience advantage – Sarah Backhouse, Product & Engineering…
Brits Still Prefer Contact Centre Agents Despite Rise in AI Technology
New Research Shows Majority of Brits Still Prefer Human Interaction Despite Rise in AI Technology New…
Why Conversation Quality Now Defines AI Success in the Contact Centre
Beyond speech recognition accuracy: why conversation quality now defines AI success in the contact centre Dmitry…
Why Companies Should Rethink What AI Ownership Really Means
Why Companies Should Rethink What AI Ownership Really Means – Maria Paredes Piscione, AI Solutions Consultant, at…
Unusual Calls Made to the FCDO Contact Centre
“Do you know where I can get blonde highlights?” The most unusual requests from Brits abroad…
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…