The UK telecoms regulator, Ofcom, has called on major ISPs - including BT, Sky Broadband, Vodafone, TalkTalk, and Virgin Media - to provide more information in ...

VoIP (Voice over Internet Protocol)—a flexible, cost-effective solution that uses the internet to handle calls, video ...

New, industry-specific score and custom target score link reputation management efforts to measurable ROI, empowering marketers with actionable insights to enhance online presence and revenue SALT ...

AI-powered comms provider looks to take leading collaboration system to next level, adding contact centre functionality to ...

Between now and midnight on Friday, there will be a mad scramble among taxpayers to file their self-assessment tax returns - ...

A local authority's digital customer service system has been described as "universally awful" by a councillor. Telford and ...

A reader tells MoneyWeek how phone snatchers stole thousands from his investment account and went on a spending spree with ...

Artificial Intelligence (AI) is revolutionizing customer service by enhancing speed, efficiency, and providing ...

To achieve CX excellence, government entities must embrace advanced technologies that streamline operations, enhance ...

HMRC has denied running a "deliberately poor" phone service in an attempt to push taxpayers to seek help online instead. Nearly 44,000 customers were cut off without warning after being on hold for ...

The public accounts committee (PAC) has raised concerns that HMRC has “sought to degrade its telephone service to drive taxpayers to digital channels”.

Utility Week Intelligence’s recent roundtable with our partner EXL explored the impact of AI and data on contact centres and the customer experience. Here’s what we learnt.