UK finance contact centres require the caller to prove who they are. It takes 57 seconds and costs the industry hundreds of ...

Santander UK has extended its partnership with intelligent automation technology provider Netcall for a further three years.

Auto Windscreens Contact Centre Apprenticeship scheme attracts 8% more applications - contact centre recruitment ...

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 ...

MaxContact’s State of UK Business Process Outsourcing report, based on a survey of 100 BPO industry leaders, paints a surprisingly positive picture. In a tight economy, this is an industry that is ...

Elevate ‘25 virtual is just a few weeks away, and we wanted to give you a quick preview of what’s in store, including a first glimpse at Conversational Intelligence, our brand-new AI solution ...

In his first of 5 articles Craig Farley, Head of Consulting at IPI, discusses how contact centres can look after their staff thus fostering a positive work environment, reduce stress and turnover, and ...

In an era of rising customer expectations and operational costs, traditional contact centre models are falling short. This comprehensive white paper explores how organisations can leverage AI-driven, ...

Finalists for the UK National Contact Centre Awards 2025 have been announced! Leigh Hopwood, CEO, CCMA (Contact Centre Management Association), commented, “Congratulations to all the Finalists this ...

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 ...

Five9 Launches New Integration in Epic Toolbox – New integration delivers faster hyper-personalized modern patient experiences without adding complexity for contact centre agents Five9 have announced ...

12-month cross-sector study finds over half of organisations unprepared for AI-driven shift as industry moves beyond “faster and cheaper” service A new report from CCA Global, developed in partnership ...