Contact centres

Advice and insights about contact centre strategies, technologies, processes and people.

Contact centres

21st Sep 2023

Improved customer service with greater efficiency

Cirrus

Contact centres

1st Sep 2023

Why generative AI won’t replace GigCX

Roger Beadle

Contact centres

31st Aug 2023

Enhancing call centre conversations

Tom Darnell

man in between two speakers covering his ears

Contact centres

18th Jul 2023

Rising Living Costs - Impact on Customer Contact?

LucyFrenchCallMiner

Contact centres

12th Jul 2023

Interview with Stephen Yap, Research Director CCMA

Joe O'Brien

Artificial intelligence

4th Jul 2023

Bagpipes and Bots - Sabio Focuses on AI

Joe O'Brien

Contact centres

3rd Jul 2023

Sailing the Waters of Innovation

Joe O'Brien

Contact centres

2nd Aug 2023

Optimise the digital employee experience

Tony Smith IR

Artificial intelligence

30th May 2023

Don’t Drop the Omni-Channel Baton to Win CX Race

Jim Davies

Contact centres

20th Apr 2023

"Don't get caught in digital transformation hype"

Contact centres

13th Mar 2023

What will Salesforce Einstein GPT mean for CX?

Stuart Dorman

Contact centres

10th Mar 2023

About to begin your cloud migration journey?

Derek Forrest

Resources

Toolkit

UK contact centre vertical markets report

See how your efforts stack up in the latest UK Contact Centre Vertical Markets: Manufacturing report.

Genesys_contact_centre_vertical_markets_thumbnail

Ebook

Customer vulnerability: Guidance to practice

Whitepaper

Creating loyal customers starts with you

Contact centres

2nd Mar 2023

Virtual assistants to be targeted by protestors

Rhys Fisher

Contact centres

14th Feb 2023

Gartner lauds "connected rep" call centre strategy

Rhys Fisher

Analytics

7th Feb 2023

Elephants and the customer experience

Jim Davies

Analytics

25th Jan 2023

The 5-step detox programme for contact centres

Magnus Geverts

Artificial intelligence

25th Jan 2023

Is ChatGPT the next stage for CX AI adoption?

Joe O'Brien

Contact centres

5th Dec 2022

Is Frontier right to close its call centres?

Neil Davey

Employee engagement

25th Nov 2022

How to address ‘quiet quitting’ in contact centres

Stephen Holliday

Brand news

View more brand news

The latest news and announcements from solution providers in the CX market

Product announcements, company updates, industry research and news from our directory of 100+ customer experience technology providers and consultancies.

Calabrio

14th Sep 2023

Report Ranks Calabrio Agent Mangement Leader

Calabrio

20th Jul 2023

Ascensos Uses Calabrio ONE for contact centres

CallMiner

18th Jul 2023

The Contact Centre QA "X Factor"

CallMiner

18th Jul 2023

The Impact of Rising Costs on Customer Contact

Contact centres

24th Oct 2022

How is quiet quitting impacting contact centres?

Peter Dorrington

Contact centres

18th Oct 2022

Vulnerable customers struggling for service

Rhys Fisher

Contact centres

13th Oct 2022

The benefits of intelligent swarming

Patrick Martin

Contact centres

7th Oct 2022

Consumers reveal their contact centre grievances

Rhys Fisher

Customer emotion

28th Oct 2022

Efficient/empathetic CX key during costs crisis

Martin Taylor

Contact centres

3rd Nov 2022

Providing better support for contact centre agents

Judith Schuder

Artificial intelligence

14th Sep 2022

How contact centres, AI & CRM are converging

Tim Pickard

Contact centre metrics

12th Oct 2022

KPIs or CX: Redefining contact centre success

Gary Bennett

Artificial intelligence

1st Sep 2022

Brands are under pressure to differentiate via CX

Tim Pickard

Contact centres

25th Aug 2022

Tackling service agent burnout

Patrick Martin

Contact centres

Resources

Brand news

The latest news and announcements from solution providers in the CX market

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