Call Centre news

• PCI Pal Launches New Brand Identity

  13-10-2026 18:39 via callcentrehelper.com
  
  PCI Pal has launched a new brand identity and global marketing campaign.The new identity includes updated messaging, a modern visual design and a new website highlighting PCI Pal’s platform, partner ecosystem and focus on secure customer experiences.PCI Pal says it currently secures more than half a billion interactions each year across more than 750 customers worldwide.
  As customer interactions become increasingly digital and AI-powered, the company is positioning its platform around main
  
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• Kensington Mortgages Completes Amazon Connect Migration With Sabio

  13-10-2026 18:37 via callcentrehelper.com
  
  Kensington Mortgages has completed the migration of its Servicing operation to Amazon Connect, marking the second phase of its contact centre transformation delivered by Sabio Group.The migration moves Kensington from an on-premises telephony platform to a cloud-native solution, bringing the total number of contact centre users on Amazon Connect to more than 400.
  It follows the earlier migration of the Originations operation, which Kensington described as “the smoothest go live they have e
  
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• Route 101 to Modernize Lewisham Council’s Contact Centre

  13-10-2026 17:00 via callcentrehelper.com
  
  Lewisham Council is giving its contact centre an AI-powered upgrade, partnering with Route 101 to modernize how residents access local services.The project will see the Council replace its existing contact centre technology with a cloud-based platform built on NiCE CXone, supported by Gamma connectivity.The new system is intended to help the Council manage demand, simplify customer journeys and improve operational efficiency while supporting its wider digital transformation plans.Conversational
  
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• Five Ways to Expand AI Across Your Contact Centre

  13-10-2026 12:00 via callcentrehelper.com
  
  Steve Nattress at Enghouse explores five AI automation applications for contact centres, including their benefits and best practices for successful implementation.Deploying proven approaches to benefit customers, agents, and the wider businessOften organisations start their contact centre AI automation journey with customer-facing online chatbots.
  However, chatbots are just one use case for AI in contact centre operations and only the tip of the iceberg when it comes to the technology’s po
  
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• How to Manage a Successful AutoQA Migration

  13-10-2026 10:30 via callcentrehelper.com
  
  evaluagent explores the four key steps to preparing data, mapping agents, adapting scorecards and testing AutoQA before migration.Picture the scene: messy data lands in a shiny new platform, scorecards get copied across as-is, and then someone flips the switch and wonders why the scores look wrong.In the final session of the AutoQA Summer Series, evaluagent’s Product Enablement Manager Chris Mounce walked through the four things that distinguish a smooth migration from a painful one.All of
  
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• Can You Afford to Ignore Shadow Knowledge?

  13-10-2026 09:00 via callcentrehelper.com
  
  Tribal knowledge. Team lore. Shadow knowledge. Whatever you call it, it is the undocumented expertise hidden within teams.It has been happening for years, but the growing focus on AI and agent-assist tools in the contact centre is now surfacing it as a critical root-level issue – as Adam Boelke and Martin Hobratschk explore.
  AI Is Only as Useful as the Knowledge It Can Access, Organize, and ApplyFor a long time, tribal knowledge has been quietly but significantly affecting productivity, co
  
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