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CONTACT CENTRE MONTHLY IS THE ONLINE MAGAZINE FOR THE CUSTOMER SERVICE INDUSTRY
Contact Centre Monthly is part of UK Contact Centre Forum as an online resource for the customer service community. The magazine features all the latest industry news, incentive ideas, events listings, team and individual profiles, as well as articles on strategy and technology.
Introducing this month’s sponsor
Zoom is an all-in-one intelligent collaboration platform that makes connecting easier, more immersive, and more dynamic for businesses and individuals. Zoom technology puts people at the centre, enabling meaningful connections, facilitating modern collaboration, and driving human innovation through solutions like team chat, phone, meetings, omnichannel cloud contact centre, smart recordings, whiteboard, and more, in one offering. Founded in 2011, Zoom is publicly traded (NASDAQ:ZM) and headquartered in San Jose, California.
UK based online retailer Toolden improves customer service efficiency by 70% with Zendesk optimisation and AI roll out, implemented…
Microsoft Teams-native call management and recording replace legacy systems while preserving long-term auditability Zurich and…
Lorikeet, the company that helps businesses create universal AI customer service concierges has opened its…
8×8 Launches Platform-Wide Upgrades to Simplify CX, Cutting Handle Times and Streamlining Workforce Management Organizations…
Customer churn rarely arrives with a warning. It doesn’t explode; it seeps. A delayed response…
According to Forbes, poor customer service has a shocking financial impact on businesses, with over 2…
Why contact centre leaders are rethinking “Automation First” There is a particular kind of silence…
New data by business communications provider Esendex has unveiled how industries stack up when it comes to customer…
The old playbook for customer vulnerability is officially obsolete. For years, businesses have treated vulnerability…
We are delighted to announce that we are launching a NEW Trilogy of Debates for…
Industry-specific cloud platforms bring proactive, orchestrated agentic AI to every commerce moment Talkdesk®, Inc. today introduced Customer…
By Jen Tait. Founder. Rise Learning Group. It’s been a tough year for contact centres…
Headset and speakerphone manufacturer, EPOS, has reinforced its market-leading status by achieving ISO/IEC 27001 certification,…
Why You’re Overpaying and How to Stop If you’ve ever worked inside a fintech company or even…
Since the acquisition of Gradwell Communications in July, Onecom has undertaken a full evaluation of…
Just a few years ago, “artificial intelligence” sounded like something out of a sci-fi movie—an…
London, UK, 4th November 2025 – Route 101, a leading technology systems integrator and cloud contact centre specialist, has announced the…
GoTo Connect for Education provides centralised communication and admin capabilities to keep schools, universities & multi-academy trusts securely…
Are Auto Windscreens the “best Contact Centre” when it comes to fund Raising and Charitable…
A big thank you to Millie who suggested the RSPCA as the charity to donate…