4 out of 10 contact centre workers (40%) say they expect to have to quit their…
Category: – Articles
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…
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…