Capita celebrates success at CCA Excellence Awards 2026
At the CCA Excellence Awards 2026, Capita’s contact centre division had a highly successful night, securing two major…
Vulnerable People Trapped in ‘AI Doom loops’
AI rollout in financial services risks worsening access for those who need it most, leaders admit that Financially…
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Average handle time in the contact centre is holding back brand loyalty: It’s time to ditch outdated CX…
Agria Pet Insurance Partners with Elephants Don’t Forget to Strengthen Customer Outcomes
Agria Pet Insurance partners with Elephants Don’t Forget to strengthen frontline competence and customer outcomes – Agria Pet…
Essent Reduces Contact Centre Technology Costs by 50%
Essent Reduces Contact Centre Technology Costs by 50% – Sabio Group delivers mission-critical cloud migration for the Netherlands’ largest…
Why Brands Are Still Cautious About AI In Customer Service
Why Brands Are Still Cautious About AI In Customer Service – Maria Paredes Piscione, AI Solutions Consultant at…
Voice AI in the Contact Centre: Transforming the Channel of Choice
We’ve spent a decade investing in digital channels to move customers away from the phone. So why does…
An Introduction to Conversational Intelligence
Every conversation your contact centre handles contains insights you’re not using yet. Topics that keep coming back. Sentiment…
TTEC & Volkswagen Group UK Expand Collaboration with 7 Year Agreement
TEC have announced a seven-year contract extension with Volkswagen Group UK, advancing a strategic collaboration focused on delivering…
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…
Forrester Predicts that AI will Reduce Contact Centre Jobs by 50%
Forrester predicts that artificial intelligence (AI) will reduce contact centre jobs by as much as 50% by 2030.…
The Caller with a Stammer – How do Contact Centres Handle these Calls?
More than 500,000 UK adults stammer – Research by STAMMA, the charity supporting people who stammer, found that 65%…
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Average handle time in the contact centre is holding back brand loyalty: It’s time to ditch outdated CX…