Call Centre news

• Zoom Cares Announces $2.75m AI Grant Funding

  22-09-2026 17:45 via callcentrehelper.com
  
  Zoom Cares expands AI for Good programme with $2.75m in new grants.A year after announcing its $10 million AI for Good commitment, Zoom Cares has shared early results from its first grants and announced a further $2.75 million in funding for seven organisations.The programme aims to support access to AI education, workforce development, and responsible AI adoption among nonprofits.The first two AI for Good grants provided $1 million each to CodeAI and data.org.CodeAI used its funding to expand i
  
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• Evaluagent Earns 44 G2 Badges in Fall 2026 Report

  22-09-2026 14:15 via callcentrehelper.com
  
  Evaluagent has received 44 badges across Contact Center Quality Assurance, Conversation Intelligence and Speech Analytics in G2’s Fall 2026 report.evaluagent ranked first in four G2 reports covering Contact Center Quality Assurance:
  Europe Regional Grid® ReportEMEA Regional Grid® ReportMid-Market Europe Regional Grid® ReportEnterprise EMEA Regional Grid® Report
  The company also ranked second in the Enterprise Europe and Mid-Market EMEA grids, and third in the Small-Business
  
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• CallMiner Named Strong Performer in Forrester Wave

  22-09-2026 14:15 via callcentrehelper.com
  
  CallMiner has been named a Strong Performer in The Forrester Wave: Customer Feedback Management And Analytics Solutions, Q3 2026.The company received the highest possible scores across eight criteria: Vision, AI, Topic Modeling, Natural Language Understanding, Conversation Intelligence for CX, Analytics, Specialization, and Data Masking.The report states: “CallMiner’s AI-native vision is one of the most forward-looking in the market, combining conversational intelligence, real-time a
  
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• Are Contact Centres Creating Their Own Vulnerable Customer Failures?

  22-09-2026 12:00 via callcentrehelper.com
  
  Marianne Withers at Scorebuddy explores how contact centres can unintentionally cause vulnerable customer failures and what may be contributing to them.The Message Behind an Individual AHT TargetAverage Handle Time (AHT) is often treated as a straightforward measure of agent efficiency. An interaction takes a certain amount of time, and lower handling times can therefore appear to indicate better performance.The problem comes when that number becomes the main instruction given to an individual a
  
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• AI Minutes, Tokens, or Outcomes? Rethink What You’re Actually Paying For

  22-09-2026 10:30 via callcentrehelper.com
  
  Daniel Gil at Sabio explores why outcome-based pricing could change how businesses buy AI for the contact centre.Of all the places enterprises are pouring money into AI, the contact centre is where the return shows up fastest and clearest.
  That makes it the ideal place to ask a slightly uncomfortable question: when you buy AI for customer service, what exactly are you paying for – activity, or results?
  We can start by looking at why the contact centre is such fertile ground. It’s exp
  
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• How Can Resource Planners Help Reduce Frontline Stress?

  22-09-2026 09:00 via callcentrehelper.com
  
  For better or for worse, the actions of Resource Planning teams can have a big influence over whether agents have a good or bad day at work.That’s why we asked the experts about the vital role they play in actively helping reduce agent stress levels and their best examples of where even small tweaks can help to take some of the pressure off frontline agents – without compromising service levels.Monitoring Schedule Adherence With Support and EmpathyBeyond planning, day-to-day interact
  
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