Call Centre news

• The Contact Centre Is No Longer Buying Contact Centre Technology

  02-10-2026 15:03 via callcentrehelper.com
  
  Asia Pacific is where this shift is showing up first. New research across the region points to a structural change in how enterprise organizations buy customer experience technology – one with implications well beyond APAC’s borders.For more than a decade, enterprise organizations approached contact centre technology in much the same way.Requirements were gathered, vendors were shortlisted, features were compared and procurement teams negotiated commercial terms. The decision largely
  
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• CX Live’s The Experience Show Middle East 2026 Highlights

  02-10-2026 15:00 via callcentrehelper.com
  
  Customer experience transformation across the Middle East is entering a new phase, with organisations increasingly looking beyond individual AI tools and towards reshaping the technology infrastructure that underpins customer journeys, contact operations and service delivery.This shift was highlighted at the ninth annual edition of The Experience Show Middle East 2026, held on 30 September-1 October at the JW Marriott Hotel Dubai Marina, where findings from the The Experience Show Middle East In
  
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• Netcall Adds New AI Capabilities to Liberty Spark

  02-10-2026 14:56 via callcentrehelper.com
  
  Netcall has announced three new AI-powered capabilities for Liberty Spark, its business process improvement solution.
  The updates are designed to help organisations capture business knowledge, search documented processes and turn approved requirements into applications.As organisations adopt AI, understanding existing business processes remains an important step before introducing automation or AI tools.
  This can involve gathering information from business users, documenting processes and findin
  
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• How Often Should You Review AI QA Scores?

  02-10-2026 10:30 via callcentrehelper.com
  
  This blog summarises the key points from a recent article by Derek Corcoran at Scorebuddy explores how to build effective human oversight into AI QA scoring, including when scores should be reviewed and how to manage the process.Human Oversight Has Not Kept Pace With AI ScoringEach quarter, a survey of contact centre professionals, ran by ScorebuddyCX, takes place through a QA & CX Intelligence Pulse Report to understand how teams are using different approaches in practice.
  The latest report
  
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