contact centre Archives

Article

15 January 2026

The five skills AI can’t replace, but keeps revealing

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

Joseph Murfin

News

10 April 2025

Cirrus and Nebula launch joint technical alliance for CCaaS & UCaaS 

This article was first published on contact-centres.com on April 10th. Cirrus, a leading AI-enabled contact centre…

Joseph Murfin

Blog

13 December 2024

‘Tis the Season for Customer Complaints: How to Handle Holiday Frustrations

"I felt like I was stuck in a holiday version of Groundhog Day. Every time…

Joseph Murfin

Blog

18 November 2024

How to Devise an AI Adoption Strategy for Your Contact Centre

Artificial intelligence (AI). It sounds good. It often looks good. But is it truly trusted…

Joseph Murfin

Blog

19 September 2024

Creating an inclusive culture in contact centres: best practices and benefits

Diversity and inclusion are hot topics in service sectors, and they should be. After all,…

Eleanor Morden

Measuring contact centre success metrics

Blog

16 September 2024

Beyond just scores: new ways to measure customer service success

The contact centre manager lives a life of efficiency-led targets. How else can a return…

Eleanor Morden

Blog

30 August 2024

Turning Customer Feedback into Tangible Improvements

Did you know that there’s a goldmine in your inbox? Each comment, message or review…

Eleanor Morden

Blog

21 August 2024

How to Improve Citizen Services in the Public Sector

One of the most pleasing developments in the internet era has been the opportunity to…

Eleanor Morden

Blog

14 August 2024

Knowing Why Your Customers Contact You

If you’ve read any of our blogs before, it is a mantra you may be…

Eleanor Morden

Blog

19 April 2024

Contact Centres Must Do More to Support Vulnerable Customers

When you think about a contact centre, you might imagine a bustling room filled with…

Eleanor Morden

contact centre

The five skills AI can’t replace, but keeps revealing

Cirrus and Nebula launch joint technical alliance for CCaaS & UCaaS

‘Tis the Season for Customer Complaints: How to Handle Holiday Frustrations

How to Devise an AI Adoption Strategy for Your Contact Centre

Creating an inclusive culture in contact centres: best practices and benefits

Beyond just scores: new ways to measure customer service success

Turning Customer Feedback into Tangible Improvements

How to Improve Citizen Services in the Public Sector

Knowing Why Your Customers Contact You

Contact Centres Must Do More to Support Vulnerable Customers

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