Call Centre news

• AMERICAS WFM & CX Summit 2026

  18-08-2026 12:16 via callcentrehelper.com
  
  Date: 28 August 2026Location: The Westin Dallas Southlake, Dallas, TXRegister NowA curated gathering of WFM, CX, Operations, HR, and BPO leaders from across North America — one day of executive dialogue, industry benchmarking, and strategic networking, built for the era of agent AI and autonomous operations.As global industries rapidly enter the era of Agent AI, Workforce Intelligence, CX Intelligence, and Autonomous Operations, organisations are recognising that workforce transformation i
  
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• The Future of WFM: Adapting to the Age of Agentic AI

  18-08-2026 10:30 via callcentrehelper.com
  
  Aspect explores how AI is reshaping workforce management and why organisations need to rethink forecasting, metrics, and decision-making.WFM Was Built for a Different WorldTraditional WFM operated on a simple model:Forecast → Schedule → ExecuteThis worked when humans handled all demand, workflows were predictable, and volume followed historical patterns. AI has changed each of those assumptions.AI doesn’t just automate tasks, it reshapes demand before it ever reaches human agents
  
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• How to Improve FCR on Email and Live Chat

  18-08-2026 09:00 via callcentrehelper.com
  
  First Contact Resolution (FCR) is often considered a simple measure of efficiency, but behind every repeat contact lies a more complicated story.Sometimes customers contact again because their original question wasn’t properly understood. Sometimes their emotional needs weren’t met. In other cases, the process itself is so difficult that another interaction becomes inevitable.
  And increasingly, customers don’t just stick to one channel while seeking help – they’ll s
  
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