Call Centre news

• Just 23% Optimise Automation With CX Insights, CallMiner Report Finds

  16-09-2026 19:21 via callcentrehelper.com
  
  A new CallMiner report highlights a gap between automation and the use of customer insights.
  The 2026 CX Landscape Report, produced in partnership with Vanson Bourne, examines how organisations are using automation, AI and CX data.The report found that just 23% of organisations say their customer interactions are both highly automated and consistently optimised using CX insights.While automation and AI are now widely used across customer experience, the findings suggest organisations are still w
  
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• Unified Communications Expo (UCX) London 2026

  16-09-2026 19:11 via callcentrehelper.com
  
  Date: 14th – 15th October 2026Location: Excel, LondonRegister Now!UCX is where the future of communication, collaboration, and customer experience takes shape.Taking place on 14–15 October at Excel London, UCX is the UK’s leading event for unified communications, AV and customer experience technology. Built for anyone shaping how organisations connect, collaborate and serve their customers.This year’s theme: From Practise to Proof: Building Trust, Confronting Risk, Innova
  
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• The AutoQM Knowledge Problem You Need to Solve in 2027 – Webinar

  16-09-2026 16:59 via callcentrehelper.com
  
  Date: 10 December 2026 | 2:00 PM GMTLocation: VirtualRegister NowAI can only score as well as the parameters you give it. This session is about the part of AutoQM that doesn’t get discussed but can certainly influence how well it works: knowledge management.Often overlooked, vitally underestimated: your SOPs, policies and product context can all feed the same system that scores your conversations.In the final session of the year, evaluagent’s Product Enablement Manager Chris Mounce s
  
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• Building the QA Team of Tomorrow: Preparing for AutoQA & AI Agents – Webinar

  16-09-2026 16:58 via callcentrehelper.com
  
  Date: 01 December 2026 | 2:00 PM GMTLocation: VirtualRegister NowQA has spent a decade being a scoring function. That’s ending. Across our platform we’re seeing auto QA shift from experiment to default, new stakeholders pulling QA data into decisions it was never built for, new roles appearing inside quality teams, and a growing pull towards AI agent observability as bots take on more of the conversation volume.This session looks at what those signals mean for the shape of a QA depar
  
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• The Do’s and Don’ts of Writing Effective Automated Line Items – Webinar

  16-09-2026 16:57 via callcentrehelper.com
  
  Date: 25 November 2026 | 2:00 PM GMTLocation: VirtualRegister NowLine items that flip-flop between pass and fail are a huge driver of distrust in automated QA — not to mention frustration for those of you building and testing them.In this session, Viki and Elizabeth from evaluagent’s Product team will share how to fine-tune your automated line items to get your accuracy up and trust high.
  There’s a bit of a knack to getting these right – and some clear pitfalls to avoid t
  
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• From Manual to Momentum: A Pathway to AutoQA for Scaling Businesses- Webinar

  16-09-2026 16:55 via callcentrehelper.com
  
  Date: 12 November 2026 | 2:00 PM GMTLocation: VirtualRegister NowIf your QA is still running on spreadsheets, or out of date systems, scaling fast makes that gap a lot more visible, and a lot riskier.
  This session is for growing teams who know they’d benefit from automated quality, but don’t want a six-month, big-bang project to
  get there.Chris sets out a practical, staged path: how to spot the signs you’ve outgrown manual QA, how to pick one use case for a fast, credible win,
  
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• Consumer Duty at Scale: Proving Fairness Across 100% of Interactions – Webinar

  16-09-2026 16:54 via callcentrehelper.com
  
  Date: 03 November 2026 | 2:00 PM GMTLocation: VirtualRegister NowSampling 2% of conversations no longer survives regulatory scrutiny. If you need to prove fair treatment isn’t the exception, this is the session for you.evaluagent’s Product Enablement Manager Chris Mounce will be talking to Product & Customer Marketing Manager Viki Patten all about:
  Why sampling can’t answer the question a regulator will ask – and what to do about itEmbedding checks into everyday QA, a
  
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• How to Keep Humans in the Loop Without Slowing AutoQA Down – Webinar

  16-09-2026 16:52 via callcentrehelper.com
  
  Date: 14 October 2026 | 2:00 PM BSTLocation: VirtualRegister NowAutomated scoring only works if your team actually trusts it.This session, led by evaluagent’s Transformation Manager, Pete Dunn, is a practical look at how to ensure your AutoQM programme keeps humans involved exactly where judgement matters — without dragging you back to manual review for everything.You’ll learn:
  Where AI scores well, and where humans are essentialHandling edge cases and giving agents a fair righ
  
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• How CX Leaders Can Govern AI Agent Quality Across Channels – Webinar

  16-09-2026 16:51 via callcentrehelper.com
  
  Date: 06 October 2026 | 3:00 PM BSTLocation: VirtualRegister NowAs AI agents take on more and more conversations, who’s actually checking they’re doing their jobs correctly?Most CX teams wouldn’t dream of letting a human agent talk to a thousand customers unchecked — yet that’s exactly what’s happening with bots, across voice, chat and every other channel.Join this webinar with Andrew Siciliano, General Manager (US) of evaluagent, as he covers:
  The blind spot:
  
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• 2027 Customer Strategy & Planning

  16-09-2026 16:49 via callcentrehelper.com
  
  Date: 27 April 2027Location: Grand Hotel Gosforth Park Newcastle, High Gosforth Park, Newcastle, NE3 5HNRegister NowAnnual Flagship Conference for Industry ProfessionalsOur flagship Conference, this highly rated event is far more than just a conference. Designed specifically to focus on the hot topics within the industry and thought leadership whilst also delivering practical skills with new ways of thinking that will enhance you as a person.
  The post 2027 Customer Strategy & Planning appear
  
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• 2026 #RaisingStandards

  16-09-2026 16:48 via callcentrehelper.com
  
  Date: 03 November 2026Location: Park Hall Hotel & Spa, Wolverhampton. WV4 5AJRegister NowThe Practitioner-Led Annual ConferenceDesigned specifically for Planning, Insight and Operational Improvement Professionals. Learn first-hand from practitioners and business leaders who are delivering successful change whilst having the opportunity to collaborate with others. Bring new ideas and techniques back that will raise standards within your “Customer Operation”.
  The post 2026 #Raising
  
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• What to Do With an Agent Who’s Suddenly Lost Their Confidence

  16-09-2026 09:00 via callcentrehelper.com
  
  Confidence can be easily shaken – even within your well-seasoned agents! Whether it’s an unexpected event in their personal life, or a blow in their professional career, you could see any top performer shrink in their role.But all hope is not lost! When leaders respond calmly, thoughtfully, and consistently, confidence can be rebuilt before it becomes a long-term performance issue.So how should contact centre leaders respond when an agent suddenly loses their confidence?We spoke to i
  
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