Call Centre news

• What Is an Always-On Contact Centre? Why WFM Is Becoming a Real-Time Control System

  24-08-2026 12:00 via callcentrehelper.com
  
  Kyle Pendleton at Aspect explores why workforce management is shifting from static planning to a real-time, always-on approach.
  Ask a planner what Monday morning looks like and you will usually hear the same story. The schedule looked solid on Thursday.
  Then a promotional email went out three hours early, a payment system got sluggish in one region, and the sick calls started rolling in before the coffee was cold. By 9:15 the plan on paper had almost nothing to do with the day that was actually
  
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• What Is Call Queuing? A Complete Guide for Small Businesses

  24-08-2026 10:30 via callcentrehelper.com
  
  Asiya Gorelik at Zoom explains what call queuing is, how it works, when you need it, and how to set it up for the best customer experience.Every missed call is a missed opportunity. When your team is busy and a customer calls in, what happens next determines whether they wait patiently, hang up frustrated, or call your competitor instead.Call queuing can solve this problem. It’s the system that holds incoming calls in an organized line – giving callers a professional experience while
  
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• Where Is AI Making a Positive Difference in Recruitment?

  24-08-2026 09:00 via callcentrehelper.com
  
  You only have to scroll through a handful of posts on LinkedIn to see the conversation erupting around AI’s impact on recruitment, and the frustrations being aired by job seekers and recruiters alike as the AI-powered process takes hold.But is it all bad news? We spoke to experienced contact centre recruiters and talent specialists to find out why it isn’t all justified, and where there are clear use cases for improving the end-to-end experience for all involved.Quickly Identifying C
  
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