2023 has seen the emergence of AI-driven contact centres, transforming the world of customer service. As…
Category: – Industry News
Industry news from the UK contact centre industry
Conversational Analytics: Why is it so Powerful in Transforming
What is Conversational Analytics and Why is It So Powerful for Transforming Your CX in your…
How an Identity Layer Connects Your Contact Centre
Seamless Customer Engagement: How an Identity Layer Connects Your Contact Centre Personalised, frictionless experiences are the…
Lovehoney: Creating a Global, Omnichannel Customer Care Contact Centre
Lovehoney established in Bath in 2002, Lovehoney is a market-leading pleasure products brand. Its focus on…
State of the Contact Centre: The Agent of the Future
State of the Contact Centre: The Agent of the Future – Get Insights into the Influence…
How AI is Helping Contact Centres With Agent Stress Management
How AI is Helping Contact Centres With Agent Stress Management – This article from Cirrus highlights…
CCMA celebrates 30 years with Pearls of Wisdom campaign
It’s 30 years this month that the CCMA was founded. The Call Centre Management Association, known…
Happy Christmas from all at contact-centres.com
Happy Christmas and a Peaceful New Year from all at contact-centres.com We’re officially off now but…
Why ‘Pause & Resume’ Systems are NOT PCI DSS Compliant
Why so-called ‘pause and resume’ systems are not PCI DSS compliant – Danny Cresswell of CardEasy…
‘Shockingly Poor’ Customer Service Which? Survey Finds
Some major firms offering ‘shockingly poor’ customer service across the board at their contact centres, Which?…
Your Chance for your Contact Centre To Represent the UK’s Best!
Your Chance To Represent The UK’s Best! ContactCentreWorld – the global association for contact centre and…
VNG GT Connect Selects Vodafone storm to Improve Citizen Communications
VNG GT Connect Selects Vodafone storm to Improve Citizen Communications for 44 Municipalities Across The Netherlands…
From Risky to Business-Ready: 2024 AI Trends & Predictions
Quite possibly one of the biggest topics in technology over the last year – Artificial Intelligence…
Standards Framework Self-assessment Now Available From CCMA
You can now access the Contact Centre Standards Framework self-assessment from CCMA. Why Self-assess? The Standards…
Contact Centres Spend £2.4bn Authenticating Customers
UK contact centres spend £2.4bn per year authenticating customers – The average length of time taken…
Solving 5 Common Contact Centre Challenges in 2024
Solving 5 Common Contact Centre Challenges in 2024 – Running a contact centre is no walk…
Capita Signs CX Contract with Ireland’s National Transport Authority
Capita signs new customer experience contract with Ireland’s National Transport Authority Capita plc has signed a…
Consumers Demand More Accessible Phone Numbers from Banks
One in Four Consumers Demand More Accessible Customer Service Phone Numbers from Banks, Research Finds The…
ESP Group Awarded 18-Month Contract with Transport for Wales
ESP Group Awarded 18-Month Contract with Transport for Wales – Journeycall, part of the ESP Group,…