Call Centre news

• 15 CX Best Practices From Transport for Greater Manchester

  02-09-2026 09:00 via callcentrehelper.com
  
  We recently visited Transport for Greater Manchester’s Customer Care team at their Head Office in the UK to find out how Lucie Child – Customer Director – and her team have taken a creative approach to changing up their QA programme, championed positive attrition, built stronger inter-departmental relationships, and more!1. Introduce Peer-Led Feedback to Change Up Your QA ProcessIf you want to change up your QA process, why not introduce some peer-led QA sessions? The idea is t
  
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• Building the Future CX Team: Why Intention Beats Efficiency

  03-09-2026 12:00 via callcentrehelper.com
  
  Puzzel explores how CX leaders can build teams and experiences that balance AI, human support and customer needs.On the latest episode of Puzzel Talks, host Frieza Brooks sat down with CX consultant, author and founder of Cultivate Customer Experience by Design, Katie Stabler, to unpack what it really takes to build a customer experience team fit for the age of AI.As agentic AI takes on more of the routine, frontline teams are left holding the conversations that are harder to handle: the complex
  
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• What Good Contact Centre Performance Looks Like… and Why Most Fall Short

  03-09-2026 10:30 via callcentrehelper.com
  
  MaxContact explores the key contact centre KPIs, current benchmarks and the performance gaps businesses need to address.Tracking KPIs quarter-on-quarter tells you whether you’re improving. It doesn’t tell you whether the number you’re improving towards is actually good. And it doesn’t tell you whether your measurement is giving you an accurate picture of your operation in the first place.That last point is where the real performance gap comes from.Two thirds of UK contact
  
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• Youfone Selects Puzzel for AI-Powered Customer Service

  03-09-2026 09:45 via callcentrehelper.com
  
  Dutch telecommunications provider Youfone is migrating to Puzzel’s AI-powered CX platform.This marks part of efforts to further develop its customer service operations and support agents in their daily work.The implementation, which will be delivered by Puzzel partner Sound of Data, will bring together telephony, case management, AI support, knowledge integration and virtual agents within a single customer service environment.Commenting on the announcement, Jos van Loo, CEO at Sound of Dat
  
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• Ashley Kramer Joins ElevenLabs as Chief Revenue Officer

  03-09-2026 09:45 via callcentrehelper.com
  
  ElevenLabs has appointed Ashley Kramer as its new Chief Revenue Officer, bringing two decades of experience across high-growth technology companies.Kramer most recently led enterprise sales at OpenAI, where she worked during a period of growth in enterprise revenue and adoption among Fortune 100 companies.
  At ElevenLabs, Kramer will lead the company’s global revenue function, oversee its partnership ecosystem and work with customers and partners on the development of AI-powered interaction
  
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• Case Study: ACCC Lower Attrition by 29% With MiaRec

  03-09-2026 09:30 via callcentrehelper.com
  
  American Consumer Credit Counseling (ACCC) is a nonprofit credit counseling agency that has helped more than two million consumers improve their financial well-being since 1991.ChallengesPrior to implementing MiaRec, ACCC’s quality assurance program relied primarily on manual reviews of a limited sample of recorded client calls.While this approach effectively supported regulatory compliance and procedural consistency, it provided only a limited view of overall client interactions.
  Without
  
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• CX Connect Europe

  02-09-2026 12:37 via callcentrehelper.com
  
  Date: 15th -16th Sept 2026Location: Mercedes-Benz World, Weybridge, UKRegister Now!Customer expectations keep climbing. Service costs keep rising. And the market is loud with AI promises but quiet on production proof. CX Connect Europe is designed to help you move forward with confidence. Two days with the leaders, practitioners and innovators turning AI ambition into results you can measure.
  See what’s shipping in production, learn from peers already scaling AI and automation, a
  
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• Five9 Named Leader in IDC MarketScape Agentic CCaaS Assessment

  01-09-2026 17:19 via callcentrehelper.com
  
  Five9 has been named a Leader in the IDC MarketScape: Worldwide Agentic Contact Centre-as-a-Service (CCaaS) Platforms 2026 Vendor Assessment.The assessment evaluated CCaaS providers across areas including omnichannel routing and interaction management, API integration, orchestration, knowledge management, workforce engagement, quality oversight, analytics and reporting.
  The evaluation considered each vendor’s vision, product capabilities and support, alongside customer feedback.According t
  
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• Santander UK Extends Netcall Partnership by Three Years

  01-09-2026 16:08 via callcentrehelper.com
  
  Santander UK has extended its partnership with Netcall for a further three years, continuing its use of the Liberty platform across its mortgage operations.The partnership builds on a long-standing relationship between the two organizations, with Santander UK using Liberty to develop and improve customer service journeys and support operational processes.The low-code platform has been used to make changes to customer service processes, with its flexibility allowing Santander UK to make ongoing a
  
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• 8×8 Reports 450% Surge in AI Studio Use

  01-09-2026 16:07 via callcentrehelper.com
  
  8×8 has reported a 450% increase in customer interactions powered by its AI Studio since April 2026, alongside wider adoption of AI agents across more than a dozen industries.The company says organizations are using AI Studio to build and deploy agents for customer service and internal support, with examples including call routing, quality scoring, reception coverage and IT triage.PrepayPower, LSH Auto and PrimeSource are among the organizations using the platform. PrepayPower has expanded
  
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• WFM Capacity Planning: 7 Big Mistakes to Avoid

  01-09-2026 12:00 via callcentrehelper.com
  
  Chris Dealy at Peopleware explores the common mistakes to avoid when planning long-term workforce capacity.As workforce management (WFM) guru Irina Hollatz succinctly puts it, “WFM capacity planning is still the least understood and mastered part of the whole WFM cycle. Ironically, it is also the most strategic one”. What makes it so strategic?
  To put it bluntly, even if your organization is world-class at workload forecasting and staff scheduling, if you simply have the wrong number
  
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• How to Design Escalation Pathways That Really Work

  01-09-2026 09:00 via callcentrehelper.com
  
  Escalations are often viewed as a failure point in the customer journey. However, the need for escalation itself is rarely the problem. Rather, poorly designed escalation is, resulting in the painfully familiar “pass the parcel” experience.So how do you design escalation pathways that really work? We asked our contact centre experts to find out what it takes to deliver all-round better outcomes for agents and customers alike.Stop Treating Escalations as a Taboo TopicThe first step is
  
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• Types of AI in the Contact Centre (And How They’re Used)

  31-08-2026 12:00 via callcentrehelper.com
  
  Alexa Schmitt Bugler at Capacity explores the different types of AI used in contact centres, how they are applied, and which solutions are best suited to different use cases.Types of AI in the contact centre include machine learning, artificial neural networks, natural language processing, generative AI and large language models, and agentic AI.
  All these different types of AI work together in the contact centre context to handle customer interactions, support and work alongside agents and ultim
  
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• How to Evaluate CCaaS Platforms More Effectively

  31-08-2026 10:30 via callcentrehelper.com
  
  Zoom explores how contact centre leaders can use peer feedback and Gartner’s 2026 Voice of the Customer report to evaluate CCaaS platforms more effectively.When you’re evaluating a CCaaS platform, analyst opinions are useful, we think they don’t tell you what it’s actually like to deploy one.
  The 2026 Gartner Peer Insights Voice of the Customer for CCaaS gives you something different: aggregated ratings from enterprise buyers who have already made that call. Knowing how t
  
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• Are You Ready for AI Customers?

  31-08-2026 09:00 via callcentrehelper.com
  
  The idea of AI customers (also referred to as machine customers) can sound like something lifted from a science fiction novel, when – in reality – they are already part of everyday life.To find out more, we spoke to Matt Lyles about everything from how advanced machine customers are right now, and what role human service might play as machines become ever-more sophisticated, right through to how you can make sure your operation doesn’t get left behind.The Term “Machine Cu
  
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• Planning Pitfalls: How to Avoid the Worst WFM Mistakes – Webinar

  28-08-2026 17:34 via callcentrehelper.com
  
  Date: 15th Sept 2026 | 14:00 BSTLocation: VirtualRegister Now!Workforce plans break down when absences spike, or demand and SLAs shift without warning. That’s expected in WFM. What matters is what you do next.Peopleware’s latest three-part webinar series, led by Ben Heslop, Director of Resource Planning at ResQ and author of Smooth Planning: The Survival Guide for Workforce Planners, explores how to adapt when plans change.Join the series as Ben shares practical, real-world advice dr
  
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• Under Scrutiny: AI, Human Judgement and the Future of Complaint Resolution – Webinar

  28-08-2026 13:38 via callcentrehelper.com
  
  Date: 16th September 2026 | 2pm BSTLocation: VirtualRegister Now!Across the UK, complaint handling is under greater scrutiny. From the FCA, Ofgem and Ofcom to the Housing Ombudsman and new data protection requirements under the Data (Use and Access) Act, organisations face similar expectations: make complaints accessible, investigate them fairly, resolve issues promptly and show how decisions were reached.In many sectors, customers must first give the organisation a chance to put things right be
  
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• AI vs. Human: What UK Consumers Really Want

  28-08-2026 12:00 via callcentrehelper.com
  
  MaxContact explores where consumers want AI, where they still prefer human support, and what this means for contact centres.A major UK utility provider announced this week that it’s cutting 1,300 jobs, leaning harder into AI and digital service.
  It won’t be the last business to make this call, and it’s not the first either. Across most industries right now, there’s a version of the same bet being placed: that customers are ready to swap people for bots.Our sales team has
  
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• Why People Tell AI About Their Debt – But Not You

  28-08-2026 10:30 via callcentrehelper.com
  
  Sabio explores how contact centres can use AI and human interaction to better support vulnerable customers.There’s an assumption baked into contact centre design that rarely gets examined: when a conversation is sensitive, the instinct is to route it to a person.
  Debt, financial hardship, a missed payment – surely those need a human who can offer empathy and build trust?The evidence suggests otherwise.Drawing on the FCA’s own work, Grant Thornton found that 58% of vulnerable cu
  
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• How Contact Centre QA Is Changing

  28-08-2026 08:30 via callcentrehelper.com
  
  Customers now expect to move seamlessly between voice, email, chat, messaging, and social media. That means contact centre quality assurance can no longer treat each channel in isolation.To deliver a consistent customer experience, QA is evolving beyond manual call sampling and channel-specific scorecards. The future is omnichannel, automated, and increasingly powered by AI.To find out more, we asked Martin Taylor, Co-Founder and Deputy CEO at Content Guru, to explain how the future of cont
  
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• Webinar: How to Improve Trust in Automated Quality Monitoring

  27-08-2026 15:00 via callcentrehelper.com
  
  Click here for this webinar recordingIt’s no secret that Quality Monitoring (QM) has levelled up in recent years – but trust has yet to fully catch up.Out on the operational floor this means that automated quality monitoring has the capability to do so much of the heavy lifting – from analysing 100% of interactions, serving up personalised coaching recommendations to agents, and more.This should save so much time, but this isn’t always the case when not everyone trusts th
  
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• If Data Sovereignty Isn’t on Your Map, Start Thinking About Putting It There

  27-08-2026 12:00 via callcentrehelper.com
  
  Kerstin Demko at 8×8 shares how data sovereignty is shaping technology and infrastructure decisions across global markets.We have been talking to a lot of businesses recently, and one phrase keeps coming up: data sovereignty. We surveyed a group of business leaders around the globe on how big an issue it is, and 89% told us that data sovereignty has moved up their priority list in the last 12 months.Something that used to be considered a minor item-or something for the compliance teams to
  
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• How Fintech and Banking Teams Handle AI Without the Risk

  27-08-2026 10:30 via callcentrehelper.com
  
  Vanya Hoffman at UJET explores why regulated contact centres need AI with strong data controls, transparency and auditability.Why Regulated Contact Centres Need Controllable AI, Not Just Capable AIFintech and banking contact centers deploy AI compliantly by fixing the architecture first. Customer PII stays in the CRM. AI discloses itself and operates inside governed guardrails.
  Every conversation is retained as auditable evidence. Get those three right and AI stops being a regulatory exposure. G
  
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• Are You Doing Enough to Protect Your Contact Centre Data?

  27-08-2026 09:00 via callcentrehelper.com
  
  As contact centres become more connected and data-driven, safeguarding customer information and critical systems has never been more important, and contact centre leaders are under increasing pressure to get it right.But how do you know if you’re doing enough? To find out, we asked our technology experts for their top tips and advice for strengthening the security of contact centre data and systems.Don’t Let the Small Things Become Your Biggest Security RiskDan BrownMany of us think
  
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• Fab Solutions

  26-08-2026 17:52 via callcentrehelper.com
  
  FAB Solutions is a specialist contact centre and customer experience consultancy, helping organisations improve performance, reduce cost and deliver better outcomes for both customers and colleagues.www.fabsolutions.co.ukContact Name: Garry GormleyTel No: 07824 995454Contact Email: [email protected]:FAB Solutions is a specialist contact centre and customer experience consultancy, helping organisations improve performance, reduce cost and deliver better outcomes for both cus
  
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• Do Your Agents Really Know What “Good” Looks Like?

  26-08-2026 09:00 via callcentrehelper.com
  
  Agents perform best when they know exactly what is expected of them – not just in terms of numbers or metrics, but in terms of behaviours and outcomes that impact customer experience.Yet many contact centres fail to provide that clarity. They assume agents intuitively understand scorecards, KPIs, and what “good” looks like. The result? All-round confusion as to why there’s so many performance issues!To clear things up once and for all, we spoke to the experts to round up
  
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• HMLR Selects Route 101 for New Contact Centre Platform

  25-08-2026 13:20 via callcentrehelper.com
  
  HM Land Registry (HMLR) has selected Route 101 to deliver a new cloud-based contact centre platform.The project will modernise HMLR’s existing contact centre environment, bringing voice, digital channels, analytics, workforce optimisation and AI-assisted agent support together on a single platform.
  The solution will support approximately 660 users across five sites and is intended to provide a more flexible environment for hybrid working and periods of high call demand.Fiona Virtue, Head o
  
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• DemoNow: Smarter Customer Engagement with Tendfor – Webinar

  25-08-2026 12:51 via callcentrehelper.com
  
  Date: 9th Sept 2026 | 3pm BSTLocation: VirtualRegister Now!Boost productivity. Strengthen compliance. Unlock AI-powered insights. Join AnywhereNow on September 9 for a live DemoNow session and discover how Tendfor helps organizations deliver smarter customer engagement in Microsoft Teams. What You’ll See:Seamless Customer Engagement 
  Follow the customer journey from incoming interaction to resolution and see how Tendfor delivers a nati
  
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• The AI Reality Check – Webinar

  25-08-2026 12:38 via callcentrehelper.com
  
  Date: 17 September 2026 | 8am PST | 11am EST | 4pm BST, Live plus On-DemandLocation: VirtualRegister NowThe AI Reality CheckAI-Powered. Human-Led.Nearly half of contact centres have cut headcount betting on AI. Only 1 in 5 interactions are actually being handled by it. We surveyed 600 QA, CX and Ops leaders to find out what’s really happening behind the automation headlines, and what it means for how you score, coach and scale.The Gap No One’s Talking AboutEvery contact centre is tel
  
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• AI Agent Analytics: Optimize Contact Centre Performance

  25-08-2026 12:00 via callcentrehelper.com
  
  CallMiner discusses AI agent analytics and why it matters, key capabilities and metrics to track.AI agents can power self-service experiences to automate routine customer interactions, but the outcome is only as good as the AI agent’s performance.
  AI agent analytics provides contact centres with visibility into every interaction an AI agent has across all channels. contact centre teams use AI analytics to close gaps, improve customer outcomes, and continuously optimize AI- and human-powere
  
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