Well Dunn Group Ltd & Noetica Set Gold Standard with Sub One Second Lead Response via contact centres in Manchester and Stoke ...

UK contact centres say they use agentic AI, but only 2% have a bot that can work out its own steps and act across more than ...

Wokingham Borough Council cuts CRM costs by £218,000 as digital transformation programme enters next phase with AI - netcall ...

UK finance contact centres require the caller to prove who they are. It takes 57 seconds and costs the industry hundreds of millions each year. That is the highest of any vertical market, and on a ...

Contact centre workers employed by outsourcing firm Concentrix, which provides customer support for Currys, have reacted with shock and anger after being told their jobs may be outsourced overseas to ...

Sytel Limited, a specialist in contact centre technology, is calling on UK regulator Ofcom to reaffirm its longstanding dialling rules under its Persistent Misuse Policy to bring clarity and ...

CallMiner, the leading provider of speech and customer interaction analytics, today announced the release of the CallMiner Continuum Maturity Model, a first-of-its-kind framework that helps ...

The CCMA (Contact Centre Management Association) has today published its comprehensive report into the UK’s Business Process Outsourcing (BPO) sector, with a number of key trends revealed. Now in its ...

The Welsh Ambulance Service in north Wales have announced that their Emergency Call Handlers will more into a new state of the art contact centre in Spring 2025. The new contact centre will enable the ...

New hybrid working consultancy created to help organisations address workplace challenges. Managers and consultants with experience in running WFH and hybrid operations have joined forces to form ...

A large scale survey of more than 200 UK contact centre operations shows that the pressures faced by the industry during the pandemic have not receded, and in fact may well be getting worse. “The 2024 ...

Cirrus, a leading AI-enabled contact centre platform provider, has partnered with Nebula, the SaaS vendor behind CallSwitch One, to launch a seamless integration of their respective CCaaS and UCaaS ...