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 ...

Azamara Cruises has announced a significant expansion of its UK operations, marked by the opening of a new headquarters, an enhanced contact centre, and the relocation of several key global leadership ...

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 ...

Contact centre workers employed by outsourcing firm Concentrix, which provides customer support for Currys, have reacted with shock and anger after being told their jobs may be outsourced overseas to ...

Customers can today find out which phone and broadband providers take the longest to answer their calls, as Ofcom publishes its latest report into customer service levels across the telecoms industry.

6 key CX trends to watch for 2026 – If the past few years were about experimenting with new tools, 2026 is shaping up to be the year contact centres put structure and intent behind their customer ...

Back in May 2022 contact-centres.com reported that outsourcing company Capita had secured a 5-year £63m contact with Scottish Power to provide contact centre services provided by 375 contact centre ...

Turning customer complaints into moments of loyalty – Sid Banerjee, Chief Strategy Officer, Medallia explains. Unhappy customers can be an organisation’s greatest asset. While maintaining the ...

The State of Contact Centres 2026 – Download the 6 key trends in customer experience for 2026 from Puzzel. Puzzel spoke to 1,505 CX professionals – Here’s what they told them. Explore the 6 key trends ...

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 ...