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 ...

We’ve recently launched our “Voice of the Consumer” research at MaxContact, and the results offer clear insights into what UK customers actually want when they interact with contact centres in 2025.

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 ...

Department of Creativity has rebranded contact centre technology provider Cirrus by confronting a truth that most of their sector avoids: everyone hates contact centres. Instead of masking the ...

Contact centre data is one of the most underutilised assets within modern organisations, despite offering a direct window into customer behaviour, sentiment and unmet need. Every interaction, whether ...

EE, the UK’s biggest mobile operator and part of BT Group, is now providing Welsh language customer service through its call centre and shops in Wales. There are more than 562,000* native Welsh ...

IP Integration (IPI), the contact centre specialist and solutions provider, today announced the availability of its secure payment solution, Cloud PCI, on Genesys AppFoundry, the solutions marketplace ...

SuccessKPI, a leading cloud-native performance platform for agentic and human CX, today announced it has been recognised as a featured vendor in the new “Workforce Management in the Age of AI: 2026 CX ...

Staysure is enhancing customer journeys with NiCE’s AI platform to meet rising digital-first expectations and set new standards for service excellence in travel insurance across Europe NiCE have ...

Serco has been awarded a £63 million contract to deliver a UK-based contact centre supporting customers of HM Passport Office (HMPO), UK Visas and Immigration (UKVI), and the Ministry of Justice (MoJ) ...

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 ...

NHS Lanarkshire has implemented a new cloud-based telephony system across the health board, supporting improved communication between patients and staff. The Contact Centre as a Service (CCaaS) ...