Call Centre news

• Are You Measuring Activity or Success?

  14-09-2026 12:00 via callcentrehelper.com
  
  Elephants Don’t Forget explore how to measure organisational change success by looking beyond activity and adoption metrics to employee expectations and experiences.Your organisational change initiative is underway. The project appears to be on schedule, training has been completed, communications have been sent and workshops are well attended. And most importantly, adoption figures look positive.So, everything is going to plan. However, how confident are you that your change programme is
  
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• What Are the Key Use Cases of Contact Centre Automation?

  14-09-2026 10:30 via callcentrehelper.com
  
  CallMiner explores contact centre automation, including its key benefits, use cases and best practices for implementation.Contact centre automation uses software and AI to handle or support work across the customer interaction lifecycle.
  That might mean routing a customer to the right place, powering self-service, helping an agent in real time, automating quality management or triggering follow-up work.
  The aim is not simply to remove manual tasks. It is to create better customer outcomes, help
  
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• The Do’s and Don’ts of Implementing Analytics

  14-09-2026 09:00 via callcentrehelper.com
  
  Analytics can unlock valuable insights into customer behaviour, agent performance, and operational trends, but simply turning it on rarely leads to real improvement.So, what are the do’s and don’ts of implementing analytics in the contact centre? We asked our panel of technology experts for their top tips and advice.Don’t Assume the Project Is Complete Once the Solution Is BuiltLuke CuthbertsonDon’t isolate your operational colleagues. Bring them along on the journey. The
  
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