Call Centre news

• Congratulations, You Are Now a Software Vendor (To Yourself)

  11-11-2026 16:00 via Call Centre Helper
  
  AI coding tools are making it quicker to develop your own quality assurance software, but building the platform is only the beginning. Daniel Becker from ScorebuddyCX examines the challenges of maintaining a reliable QA programme over time.There has never been a better time to build software. AI coding agents have dramatically shortened the time from “Hmm, could this work?” to actual functioning prototype.
  We use them every day at ScorebuddyCX. And that’s why I can tell you where the line
  
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• CX Tech Talk – How Zoom’s Agentic AI Expert Assist Fixes

  11-11-2026 14:39 via Call Centre Helper
  
  Date: 17 November 2026 | 4:00 PM GMTLocation: VirtualRegister NowJoin Zoom for a live, unscripted demo of Expert Assist. The AI layer that surfaces the right knowledge to your agents in real time, so customers never hear silence again.While agents scramble through tabs and knowledge bases mid-call, customers sit in silence and your CSAT pays the price. For example:
  Agents lose up to 90 seconds hunting for information while customers wait. That silence erodes trust faster than a wrong answer.Crit
  
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• Awaab’s Law and the Contact Centre

  11-11-2026 12:00 via Call Centre Helper
  
  Jordy van Gent at Puzzel explores Awaab’s Law, its key deadlines and the implications for social housing contact centres, including the preparations needed for Phase 2.Key TakeawaysAwaab’s Law sets legal deadlines for social landlords in England to investigate and fix hazards in tenants’ homes.
  Phase 1 started on 27 October 2025 and covers significant damp and mould and emergency hazards. Phase 2 starts on 30 November 2026 and adds seven more hazard types. The clock starts when a tenant re
  
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• AI Could Give Us Something We’ve Never Really Had Before: TIME!

  11-11-2026 12:00 via Call Centre Helper
  
  AI is creating new opportunities for contact centres, but what happens when organisations have more time available? Kevin McGachy from Sabio looks at how this could change the way businesses engage with their customers.
  Here’s what he has to say:Most of the conversations I have with customer operations leaders start in roughly the same place. The discussion is usually about efficiency, automation, cost and what the ROI is.
  How much demand can AI handle? What service improvements can be achieve
  
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• 7 Practical AI Use Cases Already Transforming Local Government Services

  11-11-2026 12:00 via Call Centre Helper
  
  Chris Roberts at Netcall explores practical AI use cases in local government, from automating administrative tasks to improving customer services and streamlining council operations.For many local authorities, the challenge is no longer understanding what AI is.The challenge is identifying where it can deliver genuine operational value. For councils exploring broader opportunities for AI in local government, practical use cases are often the best place to start.Which processes consume the most s
  
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• Enghouse Systems to Acquire MIND C.T.I.

  11-11-2026 10:01 via Call Centre Helper
  
  Enghouse Systems has announced an agreement to acquire MIND C.T.I. Ltd. (MIND CTI) in an all-cash transaction worth approximately US$25.4 million, expanding its telecommunications and enterprise communications software portfolio.Under the agreement, Enghouse will acquire all outstanding MIND CTI shares for US$1.30 each, representing a 42% premium over the company’s average closing share price of US$0.92 during the previous 30 trading days.The transaction has been unanimously approved by both c
  
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• How to Identify Early Warning Signs of Falling CSAT

  11-11-2026 10:00 via Call Centre Helper
  
  This blog summarises key points from a recent article by Derek Corcoran at Scorebuddy, exploring why CSAT feedback can arrive too late, how to identify early warning signs and ways to spot customer satisfaction issues before scores begin to fall.Why CSAT Feedback Often Comes Too LateCustomer satisfaction surveys can only capture feedback once an interaction has ended.
  In the single-call example from the masterclass, the survey response arrived around an hour after the call, but it could be anoth
  
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• Why the Smartest Contact Centres Learn From Every Conversation: Zoomtopia EMEA 2026 Highlights

  11-11-2026 09:00 via Call Centre Helper
  
  Zoomtopia EMEA 2026 brought Zoom’s CX leaders, product teams and customers together for a live showcase of where its contact centre platform is heading next.Across sessions on Zoom Contact Center, Zoom Virtual Agent, CX Insights, workforce management and customer journey orchestration, the event offered a useful snapshot of where AI-powered CX is right now: moving beyond isolated tools and towards systems that can learn from what customers actually do, say and need.For contact centres, the nex
  
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• Start Preparing Your Frontline for Machine Customers

  11-11-2026 09:00 via Call Centre Helper
  
  Machine customers are already beginning to enter the contact centre and are presenting fresh challenges for frontline teams. So, how can you help prepare your agents for this new reality?We spoke to Katja Forbes – author of Machine Customers: The Evolution Has Begun – to find out how you can take a practical, step-by-step approach to getting this right.What Is a Machine Customer?In a nutshell, a machine customer is a non-human actor that can enter businesses and everyday life to transact on
  
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