Call Centre news

DemoNow: From Conversation to Action with Dialogue Studio

19-10-2026 15:08 via callcentrehelper.com

Date: 4th November 2026 | 3pm GMT | 4pm CET | 11am ESTLocation: VirtualRegister Now!Make Every Conversation Work Harder Join AnywhereNow live and see how Dialogue Studio, a powerful component of Dialogue Cloud Neo, brings together AI, intelligent routing and connected business systems to shape what happens next. Understand the conversation. Route intelligently. Act with context.
Follow a customer conversation from first contact through intelligent routing, agent handoff, and foll

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Xander Freeman Shares Latest Call Centre Helper Research on Zoom Podcast

19-10-2026 12:00 via callcentrehelper.com

Call Centre Helper Director Xander Freeman recently joined Zoom’s Zoom in on CX podcast to discuss findings from Call Centre Helper’s 14th annual research, alongside Zoom’s James Adamczuk.In the episode, Where Is AI Heading in Contact Centres? Annual Research Highlights, Xander and James dig into some of the key trends emerging from this year’s research, exploring how AI trust, human-centred change management and data quality are shaping the future of contact centres.Is T

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Reversing the Sprawl…And Why More Isn’t Always Better

19-10-2026 10:30 via callcentrehelper.com

Sometimes transformation isn’t about adding something new. Richard Farrell from Netcall explores why organisations should simplify what they already have before layering on more technology.For years, organisations have responded to new challenges by adding new technology.Need a new capability? Buy an application. Need to connect two systems? Add an integration. Need to bridge a process gap? Create a spreadsheet, an inbox or another workaround.Individually, each decision can make perfect se

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8 Ways AI Is Already Changing WFM for the Better

19-10-2026 09:00 via callcentrehelper.com

AI is fast changing the way contact centres approach workforce management (WFM) – but not everywhere and all at once.So where is AI making the biggest difference? We asked our panel for their best examples of where planning teams can make the most of this technology right now.1. Helping Planners to Better Understand What’s Driving Service Level RiskDavid PreeceMost of the things we do every day in WFM aren’t new to the AI era. We’ve been forecasting, scheduling, managing

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