News & Blogs

Last month, we wrote about what UK customers say they most value in a contact centre interaction, with first-contact resolution and short queue times being the factors that most influence customer sat ...

Delve into the research supporting one of the key themes, 'Customer Experience,' for this year's expo in collaboration with our Research Partner: CLICK HERE TO VIEW REPORT

Delve into the research supporting one of the key themes, 'Business Strategies,' for this year's expo in collaboration with our Research Partner: CLICK HERE TO VIEW REPORT

Delve into the research supporting one of the key themes, 'Customer Experience,' for this year's expo in collaboration with our Research Partner: CLICK HERE TO VIEW REPORT

For its latest report, “Exceeding UK Customer Expectations”, ContactBabel commissioned a survey of 1,000 UK consumers to look at what they most valued when contacting a business, what they actually re ...

Announcing our partnership with Call & Contact Centre Expo The Knowledge Group is delighted to announce our partnership with the Call and Contact Centre Expo, with the launch of the CONNECT: Concierge ...

Whilst everyone is worried that AI spells the end of contact centre jobs, Jason Roos, CEO of Cirrus, takes an opposing view. At the Cavell Invest 2024 event in London, Jason shared his bold vision: AI ...

While 75% of UK contact centres use IVR for call routing, for most this simply means a variant of pressing 1 for sales and 2 for service. Predictive intelligent routing means you can personalise servi ...

Cyber-attacks can cause major disruption to your services, have devastating effects on consumer trust, and can ruin the integrity of your businesses’ information. But what you may not know is how cybe ...

The Contact Centres & Customer Service Summit, taking place on the 29th & 30th of April, at the Radisson Hotel & Conference Centre, London Heathrow is a highly focused event that brings together innov ...

The world of Call & Contact Centres is ever evolving! Sometimes the pace of change can be overwhelming, and we struggle to focus on what matters most. This year for the 1st time The Forum will host FO ...

With insights built on hard data, the 21st annual edition of "The UK Contact Centre Decision-Makers' Guide" is the largest and most comprehensive study of UK customer contact operations. Covering digi ...

With insights built on hard data, the 21st annual edition of "The UK Contact Centre Decision-Makers' Guide" is the largest and most comprehensive study of UK customer contact operations. Covering digi ...

“The 2023-24 UK Customer Experience Decision-Makers' Guide” is based on hundreds of surveys with UK businesses, and thousands of interviews with British consumers. Survey participants will exclusively ...

Communication software and cloud solutions provider Daktela, becomes the first call centre as a service (CCaaS) provider to integrate ChatGPT directly into their platform. This implementation is made ...

At a time when 1 in 3 consumers (60%) have switched brands due to negative contact centre experiences— it’s time to take action.  Promote your agents to brand guardian status with the power to enhance ...

Starting in February 2023…We will be launching our CXFO Masterclass series! The workshops will be held at various venues across the UK and will cover a range of hot topics and challenges currently bei ...

We are Oxus.AI, a Vilnius-based startup aiming to bring the advantages of speech analytics to customer support and sales teams working in ANY language!

Contact centre agents were among the unsung heroes of the COVID-19 pandemic, keeping the bridges between businesses and the public strong when all else felt unsteady.

SECURE, DEPENDABLE, AFFORDABLE, KNOWLEDGEABLE We are all that you would want to handle your customer support, contact center, DME, Home Care, transcription, Software and networking back office needs! ...