Why conversation quality is the new benchmark for contact centre AI – Dmitry Sityaev, Head of…
Tag: Articles
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…
Why Conversation Quality Now Defines AI Success in the Contact Centre
Beyond speech recognition accuracy: why conversation quality now defines AI success in the contact centre Dmitry…
Why Companies Should Rethink What AI Ownership Really Means
Why Companies Should Rethink What AI Ownership Really Means – Maria Paredes Piscione, AI Solutions Consultant, at…
Unusual Calls Made to the FCDO Contact Centre
“Do you know where I can get blonde highlights?” The most unusual requests from Brits abroad…
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…
The Decline of the Contact Centre Agent
The role of contact centre agents has been steadily declining in recent years due to a…
The Rise of Customer Initiated Outbound Calling
The Rise of Customer Initiated Outbound Calling: Steven Brook, Chief Commercial Officer at Noetica discusses the…
Contact Centres are Facing a Growing ‘Trust Gap”
A growing ‘Trust Gap’ is preventing contact centres from reaching customers at all, according to new…
CX Is Breaking at Scale. Here’s How Contact Centre Models Are Evolving
Customer Experience Is Breaking at Scale. Here’s How Contact Centre Models Are Evolving Most businesses don’t…
Make Working at a Contact Centre into a Fulfilling, Lifelong Career
How to make working at a contact centre into a fulfilling, lifelong career – Kirk Bradley,…
The Cost of a Contact Centre
The cost of a contact centre –Luke Cuthbertson, Head of CX Consulting Practice at Route 101 discusses…
Getting Your Contact Centre ‘AI Ready’ in 2026
New Year’s Resolutions: Getting Your Contact Centre ‘AI Ready’ in 2026 Most contact centres spent 2025…
In 2026, Brands Will Make or Break Customer Experiences with AI
In 2026, Brands Will Make or Break Customer Experiences with AI – CCMA Predictions for the…
The Future of the Financial Industry in a Digital Age
Transforming Customer Engagement: The Future of the Financial Industry in a Digital Age In today’s financial…
2026: A Transformational Year for the Contact Centre
2026: A Transformational Year for the Contact Centre Jurgen Hekkink, Head of Product Marketing, AnywhereNow discusses.…
The AI Journey to Intelligent Customer Service in 2026 and Beyond
Looking ahead to 2026, it is clear that this will be a transformational year for contact…
AI Anxiety Risks Talent Drain in Contact Centres
AI anxiety risks talent drain in contact centres – but it doesn’t have to: New research…