GUEST OPINION: Agent engagement and performance are key drivers of success in modern contact centres. Customer expectations have risen alongside the demand for frictionless, efficient service across ...

The call centre industry is heading for a disaster if there is no intervention, writes WAHEED ADAM, vice-chair of the Mobile ...

Recognising that stress and burnout are common in the workplace, and even more so within contact centre employees, collaboration and contact centre technologies provider Webex has unveiled AI-powered ...

Chatbots will increasingly empower rather than replace call centre agents as more organisations come to grips with the limitations of the technology. That is according to Sami Ammous, Avaya’s ...

IntellAIgent uses Agentic AI to transform front and back-office customer service operations in seconds, with personalised, complex, context-aware automations MANCHESTER, England, May 21, ...

In the press recently there was a story about Seattle-based financial tech firm Gravity Payments CEO and founder, Dan Price, who recently announced that over the course of the next 3 years he is going ...

For American contact centre software solutions provider Genesys, its India centre is a major hub for innovation and research. Even as the business of BPOs and contact centres gets disrupted by AI, ...

Modern digitally savvy consumers expect artificial intelligence (AI)-powered interactions across the customer journey when engaging with contact centres today, demanding natural, fluid interactions ...

LONDON--(BUSINESS WIRE)--8x8, Inc. (NYSE: EGHT), a leading integrated cloud communications platform provider, today announced the Manchester City Council selected 8x8 Contact Centre to keep vital ...

The government body that manages vehicle licensing has revealed that hundreds of thousands of callers to its helplines now ...