Medallia, the global leader in customer and employee experience, today announced that Jagrit Malhotra has joined…
Category: – Contact Centre News
News from the UK contact centre industry
Shortlist Announced for Cnect Wales Contact Centre Awards
The shortlist has been announced for the 27th annual Cnect Wales Contact Centre Awards, ahead of…
Contact Centre Events: Sabio CX Community Day – AI & Automation
If you’re leading or supporting AI transformation in your contact centre, focused on improving customer experience,…
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…
NiCE Deepens Partnership with Salesforce
NiCE Deepens Partnership with Salesforce to Accelerate End-To-End Customer Service Workflow Orchestration Expanded collaboration brings NiCE’s…
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…
Contact Centre Article: Bad Habits That Kill Your WFM Strategy
Bad Habits That Kill Your WFM Strategy – Jim Fleming, WFM Solutions Consultant at Sabio Group…
IPI Spotlight – AI: The Next Evolution of Heroism
A bold, immersive one-day experience designed to unlock the superpowers of your people and your platform.…
Bridging the Contact Centre Gap: Omnichannel, AI & the future of CX
Bridging the contact centre gap: Omnichannel, AI and the future of CX – Magnus Geverts, VP…
NiCE to Acquire Cognigy – To Accelerate AI-First Customer Experience
NiCE to Acquire Cognigy – Advancing the Leading CX AI Platform to Accelerate AI-First Customer Experience…
Contact Centre Outbound Dialling – Persistent Misuse Policy
Sytel Limited, a specialist in contact centre technology, is calling on UK regulator Ofcom to reaffirm…
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,…
The Return of Voice: AI’s unlikely role in shaping the future of CX
The return of voice: AI’s unlikely role in shaping the future of CX in the contact…
UK Consumers Are Biggest AI Sceptics across EMEA
UK Consumers Are Biggest AI Sceptics across EMEA – ServiceNow research shows how the UK is…
Hybrid Working is Here to Stay Claims New Survey
Hybrid working is here to stay but UK organisations still struggling with workplace culture claims new…
MSC Cruises Optimises Global Workforce Management
MSC Cruises optimises global workforce management for its contact centre operations with Peopleware MSC Cruises, the…
Sigma Connected hat trick as Sunday Times top employer
Business outsourcing and contact centre outsourcer Sigma Connected has been named one of the UK’s leading…
Calabrio Highly Commended at The CX Awards 2025
Calabrio Highly Commended at The CX Awards 2025 for its Workforce Engagement Management Platform The company…
AI Hype vs. Business Reality: The Race to Meaningful Implementation
AI hype vs. business reality: The race to meaningful implementation – Chris Martin, AI & ML…