While call centres are increasingly realising that IT strategies are vital for business, call centre IT budgets are increasingly becoming divorced from the centres themselves. Around 64 per cent of ...

This content has been selected, created and edited by the Finextra editorial team based upon its relevance and interest to our community. Compass, which surveyed 50 offshore facilities for the ...

Stuart Dorman reveals how AI will transform contact centres into strategic powerhouses during recent CCMA 2026 ...

I was struck today by an advertisement for Swiftcover.com that I saw from the train. I know customers often don't like call centres (especially offshore ones), but this advertisement seemed to be ...

TOKYO, May 5 (Reuters) - Almost a month after Tokyo declared a state of emergency, dozens of call centre employees for telecom KDDI Corp still commute into their crowded office, where the fear of ...

Ovum analyst Alex Kwiatkowski looks at the challenge of building a centre of excellence... For those of you blessed with reliable memories, you may recall that I recently extolled the virtues of the ...

Operata is used by some of the world’s largest companies from Salesforce and Adobe to Barclays, and a recent capital raise ...