Call Centre news

• ‘Deflected’ Does Not Mean ‘Resolved’

  20-10-2026 12:00 via callcentrehelper.com
  
  Claire Butcher at Sabio explores why contact centres should move beyond call deflection and focus on resolving customer issues rather than shifting costs elsewhere.‘Deflection’ never saved money, it deferred it. You pay later, out of a different budget where nobody traces it back.One of the first things we often do in a customer meeting is play their own customer experience back to them.
  It gets a few sheepish looks from around the table, and you can see why none of them have a desir
  
  Read more

• How to Turn Training into Lasting Competence

  20-10-2026 10:30 via callcentrehelper.com
  
  Elephants Don’t Forget explores how organizations can measure learning effectiveness, reinforce knowledge and turn mandatory training into lasting workplace competence.Mandatory learning plays an important role within organisations when it comes to managing regulatory, compliance and organisational risk. But there’s a problem with treating completion as proof that learning has worked.Someone can complete a course, pass a test and appear fully compliant, while still struggling to reme
  
  Read more

• Live Show & Tell: What WFM Teams Are Building With AI

  20-10-2026 10:15 via callcentrehelper.com
  
  Date: 13th November 2026Location: VirtualRegister Now!WFM teams aren’t waiting for AI to show up in their tools. They’re building it themselves.
  Join practitioners for a live show and tell of the AI workflows they’ve built and actually use.In this live show and tell, WFM practitioners each walk through one AI workflow they built on top of the systems they already run. You’ll walk away with:
  A look at real builds: the problem behind each one, how it came together, and what
  
  Read more

• Tactics to Manage QA Well During Seasonal Peaks

  20-10-2026 09:00 via callcentrehelper.com
  
  When contact centres hit their busiest periods, Quality Assurance (QA) activity is often one of the first things to be cancelled. The problem is that busy periods are often when QA matters most – revealing where knowledge gaps exist, where customer journeys create friction, and more!That’s why QA disappearing precisely the moment operations are being stress-tested costs leaders one of their most valuable sources of insight. So how can contact centres keep QA firmly on the agenda when
  
  Read more

• Advertisement

Follow @CallCentre_UK_ on Twitter!