Laying firm foundations for AI-led customer experience transformation – Sanjay Salunkhe, President & Global Head – Digital…
Category: – Contact Centre News
News from the UK contact centre industry
Will Agentic AI Help or Harm the Human Agent Experience?
Will Agentic AI Help or Harm the Human Agent Experience? – Martin Taylor, Co-Founder and Deputy…
Contact Centres are now involved in 61% of Fraud Cases
Contact centres are now involved in 61% of fraud cases as criminals target customer service teams…
The Hidden Tax of AI in Contact Centres
The Hidden Tax of AI in Contact Centres – Sally Hodgin, Principal AI Consultant at Connect…
NiCE Advances the Future of AI-First Customer Experience with ServiceNow
NiCE Advances the Future of AI-First Customer Experience within the contact centre with ServiceNow – By…
Research Highlights UK is a Nation of Experience Sharers & Email Enthusiasts
New Research Highlights the UK is a Nation of Experience Sharers and Email Enthusiasts according to…
CallCare Secures Contract with Rochdale Borough Council
CallCare Secures Contract with Rochdale Borough Council to Deliver Out-of-Hours Contact Centre Services CallCare has been…
8×8 Extends 8×8 Platform for CX
8×8 Extends 8×8 Platform for CX with AI, Analytics, Authentication, and Integration Capabilities New Capabilities Address…
Azamara Expands UK Operations with New HQ & Contact Centre
Azamara Cruises has announced a significant expansion of its UK operations, marked by the opening of…
Premier CX Partners with HiringBranch to Transform Contact Centre Recruitment
Premier CX Partners with HiringBranch to Transform Contact Centre Agent Recruitment. By combining contact centre expertise…
6 Ways to Improve Public Sector Citizen Experience
6 Ways to Improve Public Sector Citizen Experience Public sector organisations are facing increasing demand for…
DVLA Reduce Waiting Times at Contact Centre
The Driver and Vehicle Licensing Agency (DVLA) says its new AI-powered phone system is significantly reducing…
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…
HM Revenue & Customs Awards Capgemini Contact Centre Contract
HM Revenue & Customs has selected Capgemini as the lead supplier for a £600m contract to…
TP Secure 3-Year ScotRail Contact Centre Outsource Contract
TP appointed by ScotRail to deliver multi-channel customer contact services TP has been awarded a new…
Why Fixing the Contact Centre Won’t Fix Your Customer Experience
Why Fixing the Contact Centre Won’t Fix Your Customer Experience – Richard Higginbotham, Product Marketing – Intelligent Automation…
IPI Surpasses 150 Monthly Sessions across its Carrier Network
IPI surpasses 150 monthly sessions across its carrier network, reinforcing carrier-grade scale and operational maturity IP…
How European Organisations Are Redefining the Contact Centre Approach to Sales
New ECCA Research Reveals How European Organisations Are Redefining the Contact Centre Approach to Sales Visionary…
Synthflow AI & 8×8 Enter Strategic Partnership
Synthflow AI & 8×8 Enter Strategic Partnership To Deliver Next-Generation Agentic AI in contact centres ,…