We believe the same old, same old is not going to cut it. We believe that using AI, using technology like that, we have to ...

Agents are not only more productive when given the tools and training to navigate the complex environment of a modern contact centre, they also contribute significantly to customer satisfaction ...

With technology evolving at lightspeed, what will call centers of the future look like? And will we soon be talking to AI ...

AI as a sanity-checking ally. AI is being used to monitor agent stress, cognitive load, and burnout risk—acting as a real-time support system, not just a compliance watchdog. Reducing burnout, ...

Ukraine war latest: US envoy meets Putin - as Trump tells Russia to 'get moving' on peace deal The UK has accused Vladimir Putin of dragging his feet on a Ukraine ceasefire at a meeting of allies ...

Background Infectious agents such as SARS-CoV-2 require strategies to contain outbreaks, particularly in hospitals where the ...

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contact centres free up agents to handle more valuable interactions. “It’s important to say that throughout this process, we ensure that the technology integrates with a contact centre’s existing ...

The Alan Shearer Centre in Newcastle was created almost 20 years ago and helps people with complex disabilities and their families. Despite raising more than £7m in that time, the ex-footballer ...

For more than 30 years, the CCMA has been absolutely dedicated to supporting contact centre professionals. We’re constantly pushing ourselves to do more for our thriving community, which happens to be ...