Articles - History

The History of Contact Centres page looks back at how the industry began, how it has changed, and where it is heading next. This collection of expert articles, timelines, and retrospective features traces the major developments that have shaped customer contact, from early switchboards and call routing to AI, digital channels, and remote working. Learn how technology, people, and processes have evolved together to meet the needs of customers in every era. These resources help put today’s challenges into perspective and highlight the innovations that continue to move the industry forward.