Back in May 2022 contact-centres.com reported that outsourcing company Capita had secured a 5-year £63m contact…
Category: – Contact Centre News
News from the UK contact centre industry
Consumers Demand Fines for Long Hold Times Survey Finds
Consumers Demand Fines for Long Hold Times in the contact centre , 8×8 Survey Finds with…
The Caravan & Motorhome Club Success at Contact Centre Awards
The Caravan and Motorhome Club was shortlisted in five categories in this year’s 30th prestigious UK…
30th UK National Contact Centre Awards – And the Winners are…..
UK’s Top Contact Centres Celebrate Excellence at the 30th UK National Contact Centre Awards Organisations including…
IPI Partners with C1 to extend IPI’s Flagship Compliance Solution
IPI partners with C1 to extend IPI’s flagship compliance solution in North America C1 to make…
Interact Named GOLD Winner UK National Contact Centre Awards
Interact Named GOLD Winner UK National Contact Centre Awards – Learning & Development Team of the…
AI Anxiety Risks Talent Drain in Contact Centres
AI anxiety risks talent drain in contact centres – but it doesn’t have to: New research…
Sabio Group’s Customers Receive Numerous Recognition at UK National Contact Centre Awards
Sabio UK National Contact Centres – Sabio’s Stuart Dorman addresses the UK National Contact Centre Awards…
Content Guru scores 100% ‘Willingness to Recommend’ by Gartner
Content Guru scores 100% ‘Willingness to Recommend’ rating in the 2025 Gartner® CCaaS Voice of the…
AI Adoption Strategies: Choosing the Right Path to ROI
AI Adoption Strategies: Choosing the Right Path to ROI Ready to adopt AI in your contact…
Global Displacement of 1.9m Contact Centre Agents by Automation by 2029
Latest report from Cavell predicts the global displacement of 1.9 million contact centre agents by Automation…
AI Provides Measurable Cost Savings & Positive Impact on CSAT
AI Provides Measurable Cost Savings and Positive Impact on CSAT within the contact centre, Despite Employee…
Why it’s time to trade in your Legacy Contact Centre
Why it’s time to trade in your legacy Contact Centre: A car enthusiast’s take on cloud…
NiCE Research Reveals Customer Service Happiness Is Rising
NiCE Research Reveals Customer Service Happiness Is Rising, As General Happiness Declines, with 72% of Consumers…
Contact Centre Job Losses at Totally – NHS Service Provider
Totally plc, a contact centre outsource company providing telephone patient care and support via NHS 111,…
Building a Smarter Contact Centre with AI and Automation
Sabio’s Kevin McGachy highlights some key considerations ahead of any AI implementation in the contact centre.…
Calabrio Launches Next-Generation Performance Management Solution
Calabrio Launches Next-Generation Performance Management Solution at UK Customer Connect 2025 The event also recognised Calabrio…
Contact Centre Industry Set for Major Transformation Acceleration
Latest research highlights a contact centre industry set for major transformation acceleration A new research report…
High Call Abandonment Rates Can Be an Issue for Contact Centres
Tips on How to Reduce Call Abandon Rates in Your Contact Centre Scott Doherty, Workforce Management…