Call Centre news

Content Guru Expands Australian Presence With Sydney Office

20-08-2026 17:48 via callcentrehelper.com

Content Guru has expanded its operations in Australia with a new office in Sydney’s Central Business District and local availability zone infrastructure designed to support in-country data sovereignty.The Sydney operation provides business consultancy, application development, engineering support and customer success services for customers and partners in Australia and across the Asia-Pacific region.The company’s local infrastructure allows Australian customers to process and store t

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Vonage Helps Max Factory Double Active Customers

20-08-2026 16:04 via callcentrehelper.com

Vonage has announced that Italian retail chain Max Factory is using its messaging solutions to develop more targeted and measurable customer communications.Max Factory operates 48 stores across seven regions and previously relied on printed promotional materials.
The retailer has since integrated the Vonage Messages API via WhatsApp and Vonage Conversational Connect to deliver personalised promotions and marketing communications across digital channels.After one year, Max Factory reported a 100%

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QA Team Stuck in Prompt Engineering? Here’s How to Fix It

20-08-2026 12:00 via callcentrehelper.com

Evaluagent explores why Quality Managers shouldn’t need to become prompt engineers to get accurate AutoQA results.Today, Quality Managers embracing AutoQA find themselves doing a job they didn’t sign up for: becoming an amateur prompt engineer.Whichever AI tool is in front of them – a general-purpose assistant or a platform’s own automation – writing a good scoring prompt takes real technical skill.Testing it, tweaking the wording, testing it again.Most quality team

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Why Coaching Alone Can’t Support Vulnerable Customers

20-08-2026 10:30 via callcentrehelper.com

This blog summarises the key points from a recent article by Marianne Withers at ScorebuddyCX exploring why supporting vulnerable customers requires more than training and coaching frontline agents.Training Completion Isn’t the Same as Good OutcomesOrganisations have no shortage of evidence to show how they support vulnerable customers.There may be training records, policies, QA results and vulnerability markers within customer systems. These provide useful information, but they do not nec

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Why It’s Now Even Harder to Achieve B-Corp Certification

20-08-2026 09:00 via callcentrehelper.com

Organizations have never faced more pressure to prove they’re doing the right thing, as customers increasingly expect them to demonstrate genuine commitments to sustainability, social responsibility and ethical governance. Alongside this, investors, employees, and regulators are demanding greater transparency than ever before.Against this backdrop, achieving B Corp Certification has become one of the most respected ways for them to show they’re serious about balancing profit with pur

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