Hyro & Five9 Partner to Deliver Healthcare-Specific AI Agents to Contact Centres, Cutting Integration Time to…
Category: – Contact Centre News
News from the UK contact centre industry
The Risks & Realities of Fragmented Workforce Communication in the AI Era
New Research Sheds Light on the Risks and Realities of Fragmented Workforce Communication in the AI…
Customer Service Model ‘No Longer Fit for Purpose
12-month cross-sector study finds over half of organisations unprepared for AI-driven shift as industry moves beyond…
Contact Centres are Facing a Growing ‘Trust Gap”
A growing ‘Trust Gap’ is preventing contact centres from reaching customers at all, according to new…
Capita Extends Contact Centre Partnership with Major Distribution Client
Capita extends eight-year contact centre partnership with major distribution client through new contract renewal. Capita has…
Staffordshire Police Recruit Additional Contact Centre Staff
Staffordshire Police has strengthened its force contact centre by recruiting 15 additional staff ahead of the…
Virgin Media O2 Strengthens Customer Service with ICS Training Programme
Virgin Media O2 strengthens customer service with Institute of Customer Service training programme – Virgin Media…
Voice of the Contact Centre Consumer 2026
Customer Service Is Improving – But the UK’s Most Vulnerable Are Being Left Behind CCMA’s 2026…
The Human Touch: Redefining Customer Experience in the Age of AI
The Human Touch: Redefining Customer Experience in the Age of AI Over the past few years,…
An Introduction to Conversational Intelligence
Every conversation your contact centre handles contains insights you’re not using yet. Topics that keep coming…
Nearly 200 Jobs at Risk at Cigna Health Contact Centre
Nearly 200 jobs are set to be cut at Cigna Health’s contact centre as the company…
Laying Firm Foundations for AI-led CX Transformation
Laying firm foundations for AI-led customer experience transformation – Sanjay Salunkhe, President & Global Head – Digital…
Will Agentic AI Help or Harm the Human Agent Experience?
Will Agentic AI Help or Harm the Human Agent Experience? – Martin Taylor, Co-Founder and Deputy…
Contact Centres are now involved in 61% of Fraud Cases
Contact centres are now involved in 61% of fraud cases as criminals target customer service teams…
The Hidden Tax of AI in Contact Centres
The Hidden Tax of AI in Contact Centres – Sally Hodgin, Principal AI Consultant at Connect…
NiCE Advances the Future of AI-First Customer Experience with ServiceNow
NiCE Advances the Future of AI-First Customer Experience within the contact centre with ServiceNow – By…
The UK is a Nation of Experience Sharers & Email Enthusiasts
New Research Highlights the UK is a Nation of Experience Sharers and Email Enthusiasts according to…
CallCare Secures Contract with Rochdale Borough Council
CallCare Secures Contract with Rochdale Borough Council to Deliver Out-of-Hours Contact Centre Services CallCare has been…
8×8 Extends 8×8 Platform for CX
8×8 Extends 8×8 Platform for CX with AI, Analytics, Authentication, and Integration Capabilities New Capabilities Address…