Call Centre news

• How To Manage Your AI Agent Like A Human

  29-09-2026 12:00 via callcentrehelper.com
  
  What if we gave virtual agents the same trust and context we give our best people? Daniel Gil at Sabio explores how this shift could unlock a new level of customer service.For the last few years we’ve talked about AI agents as autonomous entities that use tools and even talk to other agents.And in the contact centre, most of us have kept them on a much shorter leash — as scripted, customer-facing chatbots.
  But it’s worth asking why, because the way we already train and manage p
  
  Read more

• Customer Satisfaction Survey Best Practices: A Complete Guide

  29-09-2026 10:30 via callcentrehelper.com
  
  CallMiner discusses what customer satisfaction surveys are and the metrics that fall under this category, as well as reviewing 12 best practices to help you build better customer satisfaction surveys, common mistakes you should avoid, and how to use survey data in conjunction with interaction analytics to gain a more comprehensive understanding of your customer’s experience.Customer satisfaction surveys are a straightforward approach that helps organizations understand how their customers
  
  Read more

• How to Manage Agent Workarounds and Shortcuts

  29-09-2026 09:00 via callcentrehelper.com
  
  In any contact centre, you’ll typically find some degree of workarounds and shortcuts in play – from the more obvious sticky notes on monitors to the less visible self-adopted system shortcuts.While some shortcuts can create efficiencies, others may compromise data integrity, compliance, or even the quality of customer experience, and so it’s vital to keep a close eye on them.That’s why we asked our employee experience experts for their best practical approaches to managi
  
  Read more

Follow @CallCentre_UK_ on Twitter!