It has been reported that two NHS Ambulance Service 999 Contact Centre run by the East…
Category: Editorial Category
Customer Service Leaders Recognised at CCA Global Awards 2025
Hundreds of senior customer service leaders from across the UK and beyond gathered yesterday to celebrate…
CallMiner Advances Agentic AI Architecture for the contact centre
CallMiner Advances Agentic AI Architecture for the contact centre, making it Easier for Organisations to Gain…
Turning Customer Interactions into Revenue Generating Opportunities
Ventrica’s new research shows how brands can earn up to £500 more per customer, every year…
What’s next for AI in business? Moving beyond the low-hanging fruit
What’s next for AI in the contact centre ? Moving beyond the low-hanging fruit and escaping…
How Can the Contact Centre Improve Customer Retention?
Multi-Channel Experiences – How Can the Contact Centre Improve Customer Retention? – Richard Hanscott, CEO at…
Serco Awarded BBC Audience Services Outsource Contract
Serco has been awarded a contact centre outsource contract to provide BBC Audience Services for a…
The Challenges of Integrating People & Tech in the Contact Centre
“The low-hanging fruit is no longer there on the tree” – new CCMA research highlights the…
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…
Insurance Revolution Bespoke AI-Powered Speech Analytics Solution
Insurance Revolution Bespoke AI-Powered Speech Analytics Solution that will, – capture, transcribe, analyse and QA score…
Calabrio Names Frank Ciccone CRO as Company Accelerates Growth & CX Innovations
Calabrio Names Frank Ciccone CRO as the Company Accelerates Growth and Customer Experience Innovations Veteran customer…
Human Experiences could Unleash £100 more per Customer Service Enquiry
New research from Ventrica shows that human experiences could unleash £100 more per customer service enquiry…
European Contact Centre & Customer Service Awards 2025 Open for Entries
Step into the spotlight as the European Contact Centre & Customer Service Awards 2025 are open…
Calabrio Unveil AI-driven Features to Accelerate Contact Centre Efficiency
Calabrio Unveiling Record Number of AI-driven Features to Accelerate Contact Centre Efficiency and Customer Service Satisfaction…
Elevate ‘25 from Puzzel is less than 2 weeks away – Register Now!
Elevate ‘25 virtual is just a few weeks away, and we wanted to give you a…
Jabra Call Control for NICE CXone in the Contact Centre
Jabra Call Control for NICE CXone in the contact centre Designed to extend the value of…
Cloud Contact Centres – a shot in the arm for Asian Private Healthcare
Cloud contact centres – a shot in the arm for Asian private healthcare as Omningage explains.…
Content Guru & Together Win Best Use of AI & Automation Award
Content Guru and Together Win “Best Use of AI & Automation” at 2025 CCA Global Excellence…