Call Centre news

SmartCX

05-10-2026 13:12 via callcentrehelper.com

SmartCX is the voice of customer platform that helps CX teams turn feedback data into CX intelligence the whole business can act on.Our platform collects and unifies all your unstructured feedback (surveys, reviews, support tickets, social) into a single voice of the customer. It enriches every response with context (customer ID, channel, location), classifies it into topics and scores its sentiment.Then makes it available for analysis, measurement, and workflows in our web app or your existing

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Users Want Answers, Not Search Results

05-10-2026 12:00 via callcentrehelper.com

We’ve all experienced the frustration of a website search that just doesn’t understand what we’re looking for. Sarah Backhouse at Netcall explores why it’s time for a smarter approach.Website search is part of the digital furniture for most organisations. It’s there, it works (most of the time). It’s rarely seen as a priority for improvement, because it rarely attracts attention.But as digital services expand and customer expectations continue to rise, traditi

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AI Call Scoring in Contact Centres: What Your QA Team Does Next

05-10-2026 10:30 via callcentrehelper.com

evaluagent explores how AutoQA is changing the role of QA teams, from reviewing high-risk conversations to overseeing AI and analysing customer journeys.There’s an understandable question doing the rounds in contact centers: if the machine scores every conversation, what does my QA team spend its time doing?The role is changing. Fast. The teams that lean into that change are finding they can do things that were never possible when evaluators were buried in spreadsheets scoring three calls

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2026 Research: What Contact Centres Are Doing Right Now

05-10-2026 10:00 via callcentrehelper.com

The results are in and it’s no surprise that AI continues to dominate the contact centre conversation in 2026. Throughout the year, industry leaders have been diving into the innovative technology on offer – all while contending with the gap between what’s possible and what’s actually being implemented.With next-generation chatbots, AI voice assistants, AI-enhanced analytics, and so much more in the mix, it’s definitely an exciting time to be shaping the future of c

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Switch From Live Chat to Chatbots – Without Losing Customers

05-10-2026 09:00 via callcentrehelper.com

Many contact centres are increasing chatbot adoption to help scale support, but a poorly managed transition can affect trust and loyalty – and ultimately compromise the customer experience.So how do you switch from live chat to chatbots without losing customers? We asked our panel of technology experts to find out.Don’t Treat Chatbots as Deflection WallsMatthew ClareThe fastest way to erode loyalty is hiding human support behind endless, circular bot loops or rigid decision trees bui

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