Call Centre news

Elephants Don’t Forget and Square 4 Join Forces on Consumer Duty

10-08-2026 16:30 via callcentrehelper.com

Elephants Don’t Forget and Square 4 are joining forces to link colleague competence with customer outcomes.The collaboration brings together Elephants Don’t Forget’s continual assessment technology, Clever Nelly, with Square 4’s regulatory advisory services and Assure 4, its technology platform for customer outcomes testing and validation.The two organizations said the partnership is intended to connect regulatory interpretation, colleague learning, knowledge retention an

Read more
8×8 Introduces Outcome-Based Partner Rewards Programme

10-08-2026 16:20 via callcentrehelper.com

8×8 has introduced a new partner programme for its direct resell channel that expands how partner performance is measured.The programme introduces a four-tier structure – Authorized, Silver, Gold and Platinum – with partners eligible for financial incentives based on their tier.Participants will also have access to 8×8 support teams and monthly performance dashboards designed to track progress across new customer acquisition, customer retention and multi-product adoption.

Read more
Contact Centre Quality Assurance: The Complete Guide For 2026

10-08-2026 12:00 via callcentrehelper.com

Chandler Galt at Zoom shares how to build a QA program that works at scale – from defining standards and building scorecards to using AI to evaluate every interaction, not just a sample.Contact centre quality assurance is how you find out where quality breaks down – before your customers do. Your agents handle hundreds of interactions a day: some go exceptionally well, and others don’t.
The challenge for many contact centre managers isn’t knowing that quality varies; it&r

Read more
How to Integrate External Agents with Voice Orchestration

10-08-2026 10:30 via callcentrehelper.com

Nicolas Bernier at ElevenLabs outlines how ElevenLabs Agents support external agents and the patterns that enable fine-grained control over their integration. These mechanisms allow customers to leverage ElevenLabs’ best-in-class voice orchestration while maintaining full ownership of their broader orchestration.Frontier agent orchestrators are increasingly able to handle complex tasks and operate across the suite of enterprise tooling. This requires diligent management of application, con

Read more
Advertisement
How to Manage QA Across Different Channels

10-08-2026 09:00 via callcentrehelper.com

Today’s customers engage with contact centres across voice, email, chat, messaging, and social media.
While each channel requires a different approach, customers still expect a consistent experience every time they interact with an organization – but consistent Quality Assurance (QA) isn’t always underpinning it.So how do you get this right? To find out, we asked our panel of experts for their top tips and advice for managing QA more effectively and consistently across multiple

Read more