The confidence vs evidence gap in customer conversations that contact centres can no longer ignore New…
Category: – Contact Centre News
News from the UK contact centre industry
91% of Calls to UK Finance Contact Centres Callers to Prove Who They Are
91% of inbound calls to UK finance contact centres require the caller to prove who they…
Zendesk Expands Contact Centre Voice Support Across Languages
Zendesk Expands Contact Centre Voice Support Across Languages New AI-powered Real-Time Voice Translation built directly into…
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…
The Next Challenge for Contact Centres Isn’t Deploying AI, It’s Managing It
The next challenge for contact centres isn’t deploying AI, it’s managing it – John Finch, Senior VP…
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…
Auto Windscreens Contact Centre Apprenticeship Scheme
Auto Windscreens Contact Centre Apprenticeship scheme attracts 8% more applications This summer, Auto Windscreens has seen…
Santander Extends Partnership with Netcall for Three More Years
Santander UK has extended its partnership with intelligent automation technology provider Netcall for a further three…
Who Holds the Strings? If You Control the ‘Outcome’, You Can Stand Behind It…
Who Holds the Strings? If You Control the ‘Outcome’, You Can Stand Behind It… Claire Butcher,…
How AI is Turning Accessibility into a Customer Experience Advantage
How AI is turning accessibility into a customer experience advantage – Sarah Backhouse, Product & Engineering…
HM Land Registry Selects Route 101 to Modernise Contact Centre
HM Land Registry selects Route 101 to modernise contact centre with AI-enabled cloud platform New cloud platform will help improve customers’ access…
Why Conversation Quality is the New Benchmark for Contact Centre AI
Why conversation quality is the new benchmark for contact centre AI – Dmitry Sityaev, Head of…
Finalists Announced for Contact Centre & Customer Service Awards
Finalists Announced for Europe’s Biggest Contact Centre and Customer Service Awards Anticipation is building across the…
Content Guru Expands Australian Presence to Meet Surging Demand for AI-Driven CX
Content Guru Expands Australian Presence to Meet Surging Demand for AI-Driven CX and Data Sovereignty Content…
Capita Secures Public Sector Contact Services Contract with UKHSA
Capita secures public sector contact services contract worth up to £31m with UKHSA Capita plc have…
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…
FourNet Helps Housing Association Achieve Customer Service Accreditation
FourNet technology helps to power UK’s first housing association to achieve landmark customer service accreditation Customer…
Capita Secures Extension to Transport for London Contracts
Capita plc have announced that it has secured a five-year contact centre extension for its two…
Sabio’s AI Chief: “AI’s ‘Token-Maxing’ Era is Over’
Sabio’s AI Chief: “AI’s ‘token-maxing’ era is over; End of Subsidies Now Forcing Corporate Reckoning” The…