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Articles by Hannah Swankie

Hannah joined Call Centre Helper as Digital Content Assistant in 2024.

Voice assistant concept

Tendfor Launches Version 3.19 of Microsoft Voice Platform

The word AI with an evolution from apes to humans

Contact Centre Roles Evolve as AI Confidence Lags, Says New Calabrio Report

CX Transformation Concept

Sabio Shows Why CX Transformation Starts Before Technology

Robots on the phone representing as call centre agents

Sabio Chief Innovator Says AI Will Redefine Contact Centres

Businessman carry heavy document paper step on growth graph

Research Reveals Growing Workloads Across UK Contact Centres

2 people pushing puzzle pieces together

Assembled Announces Strategic Partnership With Level AI

Route 101 Deploys Unified CX Platform for Ogi

Robot helping a human with their shopping

Crescendo Launches Multimodal AI Shopping Assistant for Shopify

Secure payments concept

SequenceShift Integrates Secure Payments Into Zendesk

Human and Robot looking at a dashboard

Calabrio Introduces Omni Agent Intelligence

Rocket launch out of a phone

Vonage Launches Conversations for Agentforce Marketing

ISO 42001 artificial intelligence management system

Calabrio’s AI System Earns ISO 42001:2023 Certification

2 cogs held up to eachother

Aspect Partners With Cinareo to Link Planning and Operations

Five9 and Google Cloud Launch Joint CX AI

2 people shaking hands

AOK Bayern Moves Contact Centre to NiCE Cloud

Award trophy with 5 stars above it

Diabolocom Wins 2026 Frost & Sullivan CX Award

Magnifying glass over a report

Puzzel Releases New 2026 State of Contact Centres Findings

Agentic AI Concept

Talkdesk Rolls Out Agentic AI Update

Digital Identity Award Badge Concept

Vonage Wins Digital Identity Innovator Award

2 People shaking hands over a money jar

Cloudax Accepted Into EWOR Traction Fellowship

Person taking a picture in a Contact Centre

UK’s First National Contact Centre Day Confirmed

Composite photo collage of human hand hold puzzle part ai robotic arm match modern technology app plan isolated on painted background

AI Is Supporting, Not Replacing, Customer Service Roles

New CEO Concept

Five9 Appoints Amit Mathradas as New CEO

Hand holding gears.

Vonage Unveils New Integration With Salesforce

Zoom Dynamic Self Service Box

Editor's Pick

Thumbnail Stop Hand-Holding Your Agents – Just Like This!

Stop Hand-Holding Your Agents – Just Like This!

Thumbnail Are These Roles Missing in Your Contact Centre?

Are These Roles Missing in Your Contact Centre?

Thumbnail How to Strengthen Agents’ Trust in AI

How to Strengthen Agents’ Trust in AI

Thumbnail 7 Ways to Help Agents Fight the ‘Forgetting Curve’

7 Ways to Help Agents Fight the ‘Forgetting Curve’

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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