The Department for Work & Pensions are seeking to introduce a Conversational AI Platform for their contact centres by way of ...

Calabrio’s ISO 42001:2023 certification provides independent validation of its responsible approach to AI governance, giving ...

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 ...

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

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

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 - ...

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Originally published in print format pretty soon we went 100% digital. We aim to bring our readers and subscribers the most up to date news and information from the UK Contact Centre industry. contact ...

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 ...

Despite playing a crucial role in people’s lives, local authorities encounter various challenges that hinder their ability to deliver efficient customer service, often resulting in long wait times and ...