Insights

The transformation trap In a digital world, the contact centre is no longer the only front door. The real CX failure is happening across your whole operation and the fix can’t start with the platform. The contact centre is not the problem You upgraded your contact centre platform. Maybe you deployed new CCaaS. Possibly an AI chatbot. And contact volumes haven’t fallen. Costs haven’t moved. Agents are still overwhelmed. What went wrong? Nothing went wrong with the technology.

New research finds contact centre agent workload pressure is accelerating as AI investment becomes a top priority. The workload squeeze on UK contact centres is intensifying. In the latest 2025/6 UK Contact Centre KPI Benchmarking Insights Report, 52.6% of respondents report increased agent workload, up from 42% in 2024, a 10% rise. The report also highlights the people impact of sustained pressure: average annual agent turnover is 31.2%, up from 30.2% last year. The report,

A lot goes into running a thriving contact center, like resolving customer issues, end-of-call wrap-ups, answering customer questions, and agent training. Fortunately, technology is advancing rapidly, and artificial intelligence (AI) is paving the way for call centers to become more efficient and better serve customers. Zoom’s State of AI in Customer Experience (CX) 2025 report reveals that 64% of companies that are using AI for call centers enjoy a positive ROI, while 79% sa

In 2025, artificial intelligence (AI) will expand its influence in the contact centre space as this prolific technology trend permeates...

Managing a contact center is no small feat. With high volumes of incoming calls, chats, and emails, there’s always the risk of things...

In today’s fast-paced business environment, contact center managers must ensure they stay ahead of growing customer expectations, the...

In today’s contact centers, agent copilots are revolutionizing efficiency and customer experience. Kelly Koelliker, VP of Content...

Your contact center quality program is crucial for the success of your business. It’s a cornerstone for ensuring consistently...

Whether you see it as “cutting call times in half” or “doubling agent capacity,” the ability to shave 50% off your call handle time is a...

Love it or hate it – you just CAN’T ignore AI anymore. Its transformative power is being felt among businesses across industries...

Contact center automation streamlines operations, reduces costs, and helps deliver effective customer service. There are various types of...

Contact center analytics represent the gathering and reporting of customer data. By utilizing this data, businesses can improve the...

Any call center’s performance is only as good as the performance of its weakest agent. That’s why organizations are working hard to bring...

Failing to meet regulatory requirements, industry standards, or internal processes can lead to poor customer experience (CX), negative...

“For technical support, press 1. For billing inquiries, press 2. To hear about our latest promotions, press 3.” Once you’ve chosen...

Businesses frequently focus their efforts and budgets on improving the customer experience. With predictions from global researchers like...

Learn about the transformative impact of GenAI in email, voice, and chat automation for customer service executives. In today's...

Explore the benefits of enhancing your Genesys setup with advanced AI-powered features for omni-channel automation, agent assist, and...

The integration of Large Language Models (LLMs) like OpenAI's ChatGPT and Anthropic's Claude in business applications has demonstrated...

Industry expert Juanita Coley shares her practical tips for implementing AI to empower agents and please customers. As head of global CX...