Call Centre news

• Recorded Webinar: Should Voice Agents Replace IVRs?

  05-11-2026 15:00 via Call Centre Helper
  
  Click here for this webinar recordingHave you noticed that advances in technology are fundamentally changing how customers enter the contact centre?For most, IVRs have been a core part of operations for decades – but their usefulness is now up for debate and some contact centres have already said goodbye to their IVRs in favour of voice agents directing customers through to the right agent, every time! So much so that our own 2026 benchmarking research has shown a year-on-year drop in IVR use
  
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• The Discipline Behind Achieving a ‘Return on Intelligence’

  05-11-2026 12:00 via Call Centre Helper
  
  Stuart Dorman at Sabio explores the concept of Return on Intelligence and how AI can create value beyond cost savings by making more meaningful customer conversations possible.Most AI business cases naturally start with efficiency. How many minutes can we save? How many interactions can we automate? How much cost can we remove?Those returns matter.But if AI reduces the cost of intelligence far enough, the bigger opportunity isn’t simply doing today’s work more cheaply. It’s doing things th
  
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• Smarter Ways to Close the Loop on Customer Feedback

  05-11-2026 09:00 via Call Centre Helper
  
  Collecting feedback can reveal what customers want, where journeys are going wrong, and what needs to improve. But without a clear process for acting on those insights, feedback can quickly become a box-ticking exercise.So, how can contact centre leaders worker smarter (not harder!) when it comes to closing the loop on customer feedback? We asked our panel of experts for their top tips and advice.Give Every Issue a Named Owner and a Deadline for FixingCollecting feedback is the easy part, but th
  
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