contact centre AI Archives

Blog

6 February 2026

Every contact centre has a moment no one talks about in training. The customer finally…

Joseph Murfin

Blog

6 February 2026

Does this sound familiar? Someone, somewhere in the business is banging on about AI with…

Joseph Murfin

Blog

6 February 2026

AI done wrong is a bit like the Leaning Tower of Pisa. The design was…

Joseph Murfin

Article

28 January 2026

This article was first published on 21st January 2026: Why most retail AI projects are…

Joseph Murfin

Article

28 January 2026

This article was first published on 9th January 2026: Autonomy without accountability: The real AI…

Joseph Murfin

Article

28 January 2026

This article was first published on 9th January 2026: Getting Your Contact Centre 'AI Ready'…

Joseph Murfin

Article

15 January 2026

You can tell a lot about a contact centre within five minutes. The dashboard won’t…

Joseph Murfin

contact centre AI