Call Centre news

10 Practical Use Cases for AI in Customer Experience

21-09-2026 12:00 via callcentrehelper.com

CallMiner looks at ten practical ways AI is being used in CX, where it can help, where it can go wrong and how conversation intelligence supports the work behind it.AI is already changing the day-to-day work of customer experience teams. It can help organizations understand what customers are saying, automate routine interactions, support agents in the moment and spot problems across the customer journey.
Investment is rising quickly too: the conversational AI market will reach $41.39 billion by

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How Low-code Automation Differs From Traditional Solutions

21-09-2026 10:30 via callcentrehelper.com

Netcall explores what low-code automation is, how it differs from traditional development and automation, and how AI is shaping its future.Organisations are under constant pressure to deliver better services, improve efficiency and respond quickly to changing requirements.
But traditional approaches to software development and process automation can make change slow and resource-intensive.Low-code automation offers a different approach. By combining visual application development with workflows,

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Case Study: Manchester City Council Prioritized 62% of Emails With Netcall

21-09-2026 09:30 via callcentrehelper.com

The ChallengeManchester City Council’s Revenues & Benefits service receives more than 3,000 emails each month from residents, businesses, landlords, agents and other stakeholders.
These cover a wide range of topics, including account queries, requests for information, changes in circumstances and general service enquiries.As emails are often unstructured, every message had to be manually reviewed to determine the appropriate action, before being indexed and uploaded to the council&rsqu

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10 Steps to a Better CX Ambassador Programme

21-09-2026 09:00 via callcentrehelper.com

A customer-centric culture is something that many organizations aspire to, but making it a reality can be difficult.That’s where a CX ambassador programme can help – by creating a network of employees who champion the customer within their own teams – regardless of the department they work in.To find out more, we spoke to Susanna Baqué, Senior Director Global Customer Experience at SCIEX, about the key lessons she’s learnt building and piloting her CX ambassador pr

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