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Category: – Contact Centre News
News from the UK contact centre industry
Addressing Core Government Health Issues Through Contact Centre Excellence
How digital innovation is reducing NHS wait times to preventative care New research shows how digital…
IPI Brings Secure Payment Solution to Genesys AppFoundry
IPI brings secure payment solution to Genesys AppFoundry as organisations respond to rising fraud and PCI…
Things CX Leaders Say About AI – And what they really mean
The five things CX leaders keep saying about AI – and what they really mean – Stephen…
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…
AI Investment is Outpacing ROI – According to AI in CX Report
AI investment is outpacing ROI – just one in ten CX leaders report significant impact from…
Home Improvement Contact Centre Fined for Nuisance Calls
Two home improvement companies have been fined a total of £370,000 for making hundreds of thousands…
Ofcom Fines Virgin Media for Preventing Customers Cancelling Contracts
Ofcom fines Virgin Media £28m for repeatedly preventing customers from cancelling contracts at contact centre –…
Nationwide is Top Brand for Customer Service
Nationwide is top brand for customer service as banks and building societies overtake retail for first…
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…
The Benefits of Cloud Technology in the Contact Centre
Cloud technology has transformed the modern contact centre, enabling organisations to deliver faster, more efficient and…
European Customer Contact Community to Unite for Landmark Week
European Customer Contact Community to Unite for Landmark Week Europe’s customer contact industry heads for London…
Tendfor Now Available in the Microsoft Marketplace
Microsoft customers worldwide can now discover and deploy Tendfor Contact Centre and Reception Solution for Microsoft…
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…
Have You Started Your NECCA Nomination?
The nomination window for the North East Contact Centre Awards 2026 closes in three weeks, on…
A Guide to Contact Centre CRM Integration
Many organisations have a CRM in place and assume that means they’re getting value from it.…