New research highlights the UK is a nation of experience sharers and email enthusiasts
The UK is a nation of experience sharers and email is its predominant channel of choice, both for routine customer contact and for proactively telling organisations what they think. These are just some of the key findings from new research published by the CCMA (Contact Centre Management Association), supported by the customer engagement solution provider, […]
“Secure, Frictionless Customer Service in the Age of Fraud” (Telesign‑led)
Why? For PR‑style content, thought leadership performs better than product detail, especially in third‑party newsletters. Across previous event content, fraud, identity and trust consistently cut through with CX audiences because they are: Telesign already anchors this narrative well in Connect–Protect–Engage messaging used in event templates and CX‑focused summits. Recommended PR narrative Position this as industry insight, not a product pitch: Why […]
Thousands of professionals come together to celebrate National Contact Centre Day
The UK’s contact centre industry celebrated its first National Contact Centre Day yesterday, 4 March, with thousands of professionals from a variety of organisations coming together to shine a spotlight on the vital role the sector plays in society and the economy. The theme for this year’s National Contact Centre Day was Contact Centre as a Career, with […]
6 strategies for using contact centre technology in your business
It goes without saying that running an efficient contact centre is a challenging task. You have to ensure an excellent customer experience while also supporting your teams and scaling the business. The best way to scale your business without sacrificing service quality or overworking your agents is advanced contact centre technology. But to make it […]
Why adding another AI tool won’t fix your contact centre
When support starts breaking down, the instinct is to reach for a solution. Hire more agents, or switch providers, or deploy a chatbot. Each feels like a reasonable response to a real problem, and each tends to give temporary relief, followed by the same issues resurfacing a few months later. The reason these fixes don’t […]
Simply Contact – Your support system is the product
When customer support starts breaking, most companies look in the wrong place. They hire more agents, switch providers, or add another AI tool. But the issue is rarely the people or the technology. It’s that the support system was never designed to handle complexity in the first place. Simply Contact is an operations partner for companies […]
Why your contact centre cloud strategy should be built on cloud capabilities
Customer expectations have changed – dramatically. They want fast responses, personalised interactions, and seamless journeys across every channel. Yet many contact centres are still operating on legacy, siloed systems designed for a different era. Maintel’s and Mitel’s white paper, Why Your Contact Centre Cloud Strategy Is Best Built on Cloud Capabilities, explores why modernisation is no […]
Pure Protection in Focus: FCA market study raises regulatory expectations for 2026
The FCA launched its Market Study into the distribution of pure protection products in 2024, signalling a renewed and wide-ranging focus on fair value, commission structures, competition and how consumers access protection products. The study examines not only remuneration models but also routes to market and the tools insurers and intermediaries use to engage customers, including online […]
Absolute Intelligence – AI at Scale. Humans Where It Matters.
Absolute Intelligence delivers compliant customer engagement at scale by combining proprietary Conversational AI voice agents with expert South African customer service teams. Our AI handles high volume, repeatable interactions with sentiment detection, secure orchestration and full audit trails. Complex, sensitive or regulated cases are seamlessly escalated to human specialists, or your own teams. The result […]
WhatsApp AI agents for contact centres
As we head into 2026, customers expect to complete tasks inside the conversation. In the UK, that expectation is increasingly shaped by WhatsApp. Ofcom reports that 90% of UK online adults used WhatsApp in 2025, and 74% accessed it daily in May 2025, up from 64% in May 2024. That shift matters for contact centres […]