Call Centre news

• HMLR Selects Route 101 for New Contact Centre Platform

  25-08-2026 13:20 via callcentrehelper.com
  
  HM Land Registry (HMLR) has selected Route 101 to deliver a new cloud-based contact centre platform.The project will modernise HMLR’s existing contact centre environment, bringing voice, digital channels, analytics, workforce optimisation and AI-assisted agent support together on a single platform.
  The solution will support approximately 660 users across five sites and is intended to provide a more flexible environment for hybrid working and periods of high call demand.Fiona Virtue, Head o
  
  Read more

• DemoNow: Smarter Customer Engagement with Tendfor – Webinar

  25-08-2026 12:51 via callcentrehelper.com
  
  Date: 9th Sept 2026 | 3pm BSTLocation: VirtualRegister Now!Boost productivity. Strengthen compliance. Unlock AI-powered insights. Join AnywhereNow on September 9 for a live DemoNow session and discover how Tendfor helps organizations deliver smarter customer engagement in Microsoft Teams. What You’ll See:Seamless Customer Engagement 
  Follow the customer journey from incoming interaction to resolution and see how Tendfor delivers a nati
  
  Read more

• The AI Reality Check – Webinar

  25-08-2026 12:38 via callcentrehelper.com
  
  Date: 17 September 2026 | 8am PST | 11am EST | 4pm BST, Live plus On-DemandLocation: VirtualRegister NowThe AI Reality CheckAI-Powered. Human-Led.Nearly half of contact centres have cut headcount betting on AI. Only 1 in 5 interactions are actually being handled by it. We surveyed 600 QA, CX and Ops leaders to find out what’s really happening behind the automation headlines, and what it means for how you score, coach and scale.The Gap No One’s Talking AboutEvery contact centre is tel
  
  Read more

• AI Agent Analytics: Optimize Contact Centre Performance

  25-08-2026 12:00 via callcentrehelper.com
  
  CallMiner discusses AI agent analytics and why it matters, key capabilities and metrics to track.AI agents can power self-service experiences to automate routine customer interactions, but the outcome is only as good as the AI agent’s performance.
  AI agent analytics provides contact centres with visibility into every interaction an AI agent has across all channels. contact centre teams use AI analytics to close gaps, improve customer outcomes, and continuously optimize AI- and human-powere
  
  Read more

• Advertisement

• 6 Knowledge Management System Examples for 2026

  25-08-2026 10:30 via callcentrehelper.com
  
  Eglė Račkauskaitė at Capacity shares everything you need to get started with organizing your data and building a knowledge management system.
  You’ve probably heard people say, “Data is the new currency.” Yes, data powers your business, improves customer support, and personalizes your customer experience. But to achieve these results, you need to turn raw numbers into a functioning knowledge system.Too many businesses sit on mountains of siloed data just because t
  
  Read more

• AI Lessons from Today, Insights for Tomorrow – Webinar

  25-08-2026 10:15 via callcentrehelper.com
  
  Date: 9th Sept 2026 | 11am BSTLocation: VirtualRegister Now!AI Lessons from Today, Insights for TomorrowAI is transforming customer experience at an unprecedented pace. Join our next brain2050 thought leadership webinar, as we explore how organisations are delivering tangible results with AI today, while preparing for the customer experience landscape of tomorrow.In this webinar, you’ll hear from industry experts and practitioners at the forefront of AI-powered CX, including leaders from t
  
  Read more

• How to Cultivate an Aligned Leadership Team

  25-08-2026 09:00 via callcentrehelper.com
  
  When your leadership team is aligned, agents benefit from a greater sense of fairness and clarity. Expectations are communicated in the same way, coaching conversations feel equitable, and people understand what good performance looks like – regardless of which team they sit in.Yet many contact centres struggle with exactly the opposite problem, where agents may even seek out a particular team, while hoping to avoid another. Over time, these inconsistencies can create frustration, resentme
  
  Read more

Follow @CallCentre_UK_ on Twitter!