Expert calls on BPO providers to be more transparent to help potential customers understand the complexity of the sector.

Average handle time (AHT) in the contact centre is holding back brand loyalty: according to Gillian Chamberlain, MD, Capita ...

Valuable Insights, Practical Guidance and Stellar Case Studies: Contact Centre Technology Report 2026. ccma contact centre ...

Unite members at contact centre outsourcer Diligenta have escalated strike action across five sites in an ongoing dispute ...

Capita has been awarded a new contract by Kent County Council to provide contact centre services supporting 1.6 million ...

Over Half of CX Leaders Expect More Routine Queries to Be Fully Automated by Agentic AI in 2026, contact centre article - ...

Sussex Police has been ranked the top performing force in the country for answering 999 calls, leading national response statistics for the fourth month in a row. National figures show the force’s ...

Calabrio, the workforce performance company, provides the digital foundation of today’s customer-centric contact centres, enriching and interpreting human interactions, empowering agents as brand ...

Britannic are award-winning specialists in business communications, systems integration, digital transformation and managed services, maximising the ICT investment of private and public organisations ...

The contact centre industry has seen a dramatic shift over the past few years. Forecasting, scheduling, and adherence have long been the pillars of the industry but, although still central to ...

Jabra provides contact centres with a powerful way to satisfy more customers. Jabra headsets are designed to fit the unique needs of contact centres that want to meet their customers expectations and ...

This New Year’s Eve strike by London Metropolitan Police contact centre workers and staff is a serious disruption, especially given the scale of police activity on such a significant night. It’s ...