North East Contact Centre Awards 2026 open for Nominations
North East Contact Centre Awards 2026 open for Individual Stars nominations Celebrating the people who make the North…
Over 50% of brands have Adopted Agentic AI According to Survey
Over 50% of brands have adopted agentic AI, yet high-value customer journeys remain in manual limbo, Infobip report…
The Decline of the Contact Centre Agent
The role of contact centre agents has been steadily declining in recent years due to a combination of…
Route 101 Modernises Identicare Contact Centre
Route 101 Modernises Identicare Contact Centre with AI-Powered Voice Platform – Long-standing partnership delivers enhanced voice capabilities, advanced analytics…
Organisations Feel Pressure to Scale AI for Customer Experience
Survey: Nearly All European Organisations Feel Pressure to Scale AI for Customer Experience, Yet Only 38% Have a…
Organisations Feel Pressure to Scale AI for Customer Experience
Survey: Nearly All European Organisations Feel Pressure to Scale AI for Customer Experience, Yet Only 38% Have a…
ESP Group Secures TfL Contract Creating Up to 40 New Jobs
ESP Group Secures Multi-Million-Pound TfL Contract Creating Up to 40 New Contact Centre Jobs ESP Group has secured…
The Hidden Cost of PCI in the Contact Centre
The hidden cost of PCI in the contact centre – Matt Taylor, Head of Solution Consulting at IPI…
SuccessKPI Recognised Among Top Workforce Management Providers
SuccessKPI Recognised Among Top Workforce Management Providers in New DMG Report SuccessKPI, a leading cloud-native performance platform for…
ESP Group Secures TfL Contract Creating Up to 40 New Jobs
ESP Group Secures Multi-Million-Pound TfL Contract Creating Up to 40 New Contact Centre Jobs ESP Group has secured…
Email is the Most Trusted Form of Communication
Email is the Most Trusted Form of Communication Between Consumers & Businesses – When it comes to customer…
Average Handle Time is Holding Back Brand Loyalty
Average handle time in the contact centre is holding back brand loyalty: It’s time to ditch outdated CX…