Call Centre news

• Agentic AI for Contact Centres: 2026 Guide for CX Leaders

  17-08-2026 12:00 via callcentrehelper.com
  
  Eglė Račkauskaitė at Capacity shares a guide to agentic AI tools and use cases exploring how agentic AI differs from generative AI, what it can do in a contact centre, how to implement it and avoid risks and how it can drive savings for you.Agentic AI for contact centres can adapt on the fly, handle hundreds of calls and chats at once, personalize customer service from the first hello, and even surface the right information when your agents need it most.
  Deloitte predicts that wit
  
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• From Virtual Agent to High-Performing Agent: The AI-Powered CX Shift Explained

  17-08-2026 10:30 via callcentrehelper.com
  
  Alexis Noelle Jimenea at Zoom explores how leading CX teams are turning AI-driven insights into faster resolutions and delivering experiences that customers remember.Every contact centre leader knows the tension: customers want fast answers, but great service still hinges on human judgment.
  In Zoom’s recent webinar From Virtual Agent to High-Performing Agent: Unlocking Better CX with AI, the team explored how AI-powered tools are changing the way organisations approach this balance.AI-powe
  
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• 10 Smarter Ways to Use AI Augmentation

  17-08-2026 09:00 via callcentrehelper.com
  
  When AI is discussed in contact centres, automation often steals the spotlight. But while fully autonomous systems continue to evolve, AI augmentation presents just as many opportunities to improve operational performance.From real-time agent guidance to knowledge retrieval and more, it’s already helping advisors work faster, make better decisions, and deliver more consistent customer experiences.
  So how do you make sure you’re maximizing AI augmentation in your contact centre? We as
  
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