Allianz Plans Job Cuts as AI Reshapes their Contact Centres – is AI killing the contact…
Tag: Artificial Intelligence
65% of Contact Centre Leaders Call Their AI Successful
65% of Contact Centre Leaders Call Their AI Successful. Yet 43% of Projects Are Delayed or…
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,…
Lloyds Expands Agentic AI Capability: End of the Contact Centre Agent?
Lloyds Banking Group is recruiting for almost 300 agentic AI-related roles and offering one of the…
Industry Poll Reveals Confidence Gap as AI Agent Assist Adoption Accelerates
As investment in AI accelerates across customer operations, new findings suggest many organisations are still in…
Vulnerable People Trapped in ‘AI Doom loops’
AI rollout in financial services risks worsening access for those who need it most, leaders admit…
Derby City Council Mark Three Years of AI Success within Contact Centre
Derby City Council is celebrating a major milestone this week as its pioneering AI-powered digital assistants,…
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…
The Hidden Tax of AI in Contact Centres
The Hidden Tax of AI in Contact Centres – Sally Hodgin, Principal AI Consultant at Connect…
Parcelhero Introduce AI to Contact Centre to Enhance Customer Service
Parcelhero has rolled out new AI-powered customer support features on its courier comparison platform to enhance…
2026 The year of Grown-Up AI in Customer Service
The year of grown-up AI in customer service: Trends, tools and human skills shaping contact centres…
AI you can trust: Governance as the New Business Standard
AI you can trust: Governance as the new business standard in the contact centre – Richard…
UK Police Forces Risk Missing AI Opportunities
UK Police Forces Risk Missing AI Opportunities as Majority Yet to Fully Implement Tools according to…
How to Embrace AI within the Contact Centre
Readying the frontlines: how to embrace AI within the contact centre Sid Banerjee, Chief Strategy Officer,…
NiCE Cognigy Launches AI Ops Centre
NiCE Cognigy Launches AI Ops Centre, Ensuring AI Workforce Reliability at Scale New AI command center…
Westminster Council introduce AI support in Contact Centre
Westminster Council first local authority to introduce AI support in contact centre Westminster City Council has…
AgenticAI will Re-Define the World of the Contact Centre Agent
Agentic AI Is Not About Replacing People — But It Will Redefine the Work They Do…
How AI Can Sustain Productivity During the Peak Holiday Season
Bridging the Summer Gap: How AI Can Sustain Productivity in the contact centre during the Peak…
AI-Powered CX: From Contact Centre to Company-Wide Care
AI-Powered CX: From Contact Centre to Company-Wide Care – Jurgen Hekkink, Head of Product Marketing, AnywhereNow,…