HGS strengthens AI-driven customer experience delivery through partnership with NiCE
HGS UK (Hinduja Global Solutions) has announced a strategic partnership with NiCE, a global leader in AI-powered customer experience (CX) solutions, as part of its continued investment in delivering smarter, data-driven and human-centric CX for clients across the UK and Europe. By integrating NiCE’s CXone Mpower platform and their advanced agentic AI capabilities within HGS’s broader technology ecosystem, the partnership …
Northern Contact Centre Awards 2025: celebrating the best in the business
On Thursday, 23 October 2025, the Northern Contact Centre Awards 2025 brought together the very best talent from across the industry to celebrate exceptional achievements, dedication, and innovation. From individuals who go above and beyond for their customers, to teams driving transformation and inclusion, this year’s winners have truly set the standard for excellence. Individual Categories Support Person of the …
Congratulations to our 2025 Northern Contact Centre Awards finalists!
The wait is over — we are delighted to announce the finalists for the 2025 Northern Contact Centre Awards! This year’s entries have been nothing short of outstanding, showcasing the talent, innovation, and dedication that make the North’s contact centre industry one of the best in the UK. Our independent judging panel had the incredibly difficult job of selecting the shortlist …
2024 Winners
Congratulations to the 2024 winners! Individual Category Winners Newcomer of the Year Emma Thompson NFU Mutual Support Person of the Year David Bate SSCL Sales Agent of the Year Tam Rodgers EE Ltd Customer Service Agent of the Year Leilah Kelsey Groundforce Shorco – part of VP PLC Group Highly Commended Nicola Brittain NFU Mutual Winner Cameron Dear Plusnet Ltd …
77% of Contact Centres Still Rely on Voice as Primary Channel: Is It Time for a Change?
A recent study by Cirrus has highlighted that 77% of contact centres are still using voice-only solutions. In a world where technology offers so many options, this statistic raises an important question: why is this still the case? And more importantly, how can contact centres start exploring more advanced solutions like omni-channel and automation? We understand—voice has been the backbone of customer …