Call Centre news

• 6 AutoQA Mistakes That Derail Your Program Before It’s Even Started

  28-09-2026 12:00 via callcentrehelper.com
  
  Most AutoQA programs don’t fail because the technology doesn’t work. They fail because of decisions made in the weeks before anyone touches a single configuration setting.Here, evaluagent’s Product Enablement Manager Chris Mounce walks through the six most common AutoQA mistakes he sees — across programs of every maturity level. Here’s what they are, and how to avoid them.1. Chasing 100% Coverage Before Your Framework’s Ready100% coverage is one of the most co
  
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• Low-Code Use Cases With Real-World Examples

  28-09-2026 10:30 via callcentrehelper.com
  
  Richard Higginbotham at Netcall explores six practical examples of how organisations can use low-code to solve those challenges.Low-code is often associated with building applications faster. But the real value goes beyond application development.Organisations are using low-code to digitise manual processes, replace spreadsheets, modernise legacy systems, create self-service services and connect applications that were never designed to work together.The best low-code use cases start with a busin
  
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• Have IVRs Had Their Day?

  28-09-2026 09:00 via callcentrehelper.com
  
  IVRs have been a core part of operations for decades, but advances in technology are changing how customers are entering the contact centre – and in many ways replacing the role of the traditional IVR.So, have IVRs had their day? We asked our panel of technology experts for their opinions on how they think this legacy technology will survive, evolve, or be replaced in the years to come.Did you know? This conversation also continues in our webinar on “Should Voice Agents Replace IVRs?
  
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