Thoma Bravo Acquires Verint to Join Forces with Calabrio to Create an AI-Driven Customer Experience Powerhouse  contact ...

Capita secures Contact Centre Outsource contract extensions with Scottish Power: a partnership powering the future of customer experience ...

Traditional KPIs such as Average Handle Time (AHT), First Contact Resolution (FCR), and Customer Satisfaction Score (CSAT) are useful, but they only tell part of the story. In an omnichannel, ...

Five9 Launches New Integration in Epic Toolbox. Integration delivers faster experiences without complexity for contact centre ...

The beating heart of every contact centre has always been its people. Today, the focus is how technology can co-exist with people to increase efficiency and productivity. AI has the potential to ...

With the rapid evolution of AI, a key focus area is how it can be applied to automated voice channels and help to modernise ...

Almost half of consumers say they have suffered poor service over the last year according to Trustpilot research -- contact ...

Puzzel Contact Centre Webinar - AI is reshaping the way contact centres work - but not every organisation is on the same ...