Call Centre news

• AI Agent Analytics: Optimize Contact Centre Performance

  25-08-2026 12:00 via callcentrehelper.com
  
  CallMiner discusses AI agent analytics and why it matters, key capabilities and metrics to track.AI agents can power self-service experiences to automate routine customer interactions, but the outcome is only as good as the AI agent’s performance.
  AI agent analytics provides contact centres with visibility into every interaction an AI agent has across all channels. contact centre teams use AI analytics to close gaps, improve customer outcomes, and continuously optimize AI- and human-powere
  
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• Planning Pitfalls: How to Avoid the Worst WFM Mistakes – Webinar

  28-08-2026 17:34 via callcentrehelper.com
  
  Date: 15th Sept 2026 | 14:00 BSTLocation: VirtualRegister Now!Workforce plans break down when absences spike, or demand and SLAs shift without warning. That’s expected in WFM. What matters is what you do next.Peopleware’s latest three-part webinar series, led by Ben Heslop, Director of Resource Planning at ResQ and author of Smooth Planning: The Survival Guide for Workforce Planners, explores how to adapt when plans change.Join the series as Ben shares practical, real-world advice dr
  
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• Under Scrutiny: AI, Human Judgement and the Future of Complaint Resolution – Webinar

  28-08-2026 13:38 via callcentrehelper.com
  
  Date: 16th September 2026 | 2pm BSTLocation: VirtualRegister Now!Across the UK, complaint handling is under greater scrutiny. From the FCA, Ofgem and Ofcom to the Housing Ombudsman and new data protection requirements under the Data (Use and Access) Act, organisations face similar expectations: make complaints accessible, investigate them fairly, resolve issues promptly and show how decisions were reached.In many sectors, customers must first give the organisation a chance to put things right be
  
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• AI vs. Human: What UK Consumers Really Want

  28-08-2026 12:00 via callcentrehelper.com
  
  MaxContact explores where consumers want AI, where they still prefer human support, and what this means for contact centres.A major UK utility provider announced this week that it’s cutting 1,300 jobs, leaning harder into AI and digital service.
  It won’t be the last business to make this call, and it’s not the first either. Across most industries right now, there’s a version of the same bet being placed: that customers are ready to swap people for bots.Our sales team has
  
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• Why People Tell AI About Their Debt – But Not You

  28-08-2026 10:30 via callcentrehelper.com
  
  Sabio explores how contact centres can use AI and human interaction to better support vulnerable customers.There’s an assumption baked into contact centre design that rarely gets examined: when a conversation is sensitive, the instinct is to route it to a person.
  Debt, financial hardship, a missed payment – surely those need a human who can offer empathy and build trust?The evidence suggests otherwise.Drawing on the FCA’s own work, Grant Thornton found that 58% of vulnerable cu
  
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• How Contact Centre QA Is Changing

  28-08-2026 08:30 via callcentrehelper.com
  
  Customers now expect to move seamlessly between voice, email, chat, messaging, and social media. That means contact centre quality assurance can no longer treat each channel in isolation.To deliver a consistent customer experience, QA is evolving beyond manual call sampling and channel-specific scorecards. The future is omnichannel, automated, and increasingly powered by AI.To find out more, we asked Martin Taylor, Co-Founder and Deputy CEO at Content Guru, to explain how the future of cont
  
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• If Data Sovereignty Isn’t on Your Map, Start Thinking About Putting It There

  27-08-2026 12:00 via callcentrehelper.com
  
  Kerstin Demko at 8×8 shares how data sovereignty is shaping technology and infrastructure decisions across global markets.We have been talking to a lot of businesses recently, and one phrase keeps coming up: data sovereignty. We surveyed a group of business leaders around the globe on how big an issue it is, and 89% told us that data sovereignty has moved up their priority list in the last 12 months.Something that used to be considered a minor item-or something for the compliance teams to
  
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• How Fintech and Banking Teams Handle AI Without the Risk

  27-08-2026 10:30 via callcentrehelper.com
  
  Vanya Hoffman at UJET explores why regulated contact centres need AI with strong data controls, transparency and auditability.Why Regulated Contact Centres Need Controllable AI, Not Just Capable AIFintech and banking contact centers deploy AI compliantly by fixing the architecture first. Customer PII stays in the CRM. AI discloses itself and operates inside governed guardrails.
  Every conversation is retained as auditable evidence. Get those three right and AI stops being a regulatory exposure. G
  
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• Are You Doing Enough to Protect Your Contact Centre Data?

  27-08-2026 09:00 via callcentrehelper.com
  
  As contact centres become more connected and data-driven, safeguarding customer information and critical systems has never been more important, and contact centre leaders are under increasing pressure to get it right.But how do you know if you’re doing enough? To find out, we asked our technology experts for their top tips and advice for strengthening the security of contact centre data and systems.Don’t Let the Small Things Become Your Biggest Security RiskDan BrownMany of us think
  
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• Fab Solutions

  26-08-2026 17:52 via callcentrehelper.com
  
  FAB Solutions is a specialist contact centre and customer experience consultancy, helping organisations improve performance, reduce cost and deliver better outcomes for both customers and colleagues.www.fabsolutions.co.ukContact Name: Garry GormleyTel No: 07824 995454Contact Email: [email protected]:FAB Solutions is a specialist contact centre and customer experience consultancy, helping organisations improve performance, reduce cost and deliver better outcomes for both cus
  
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• Do Your Agents Really Know What “Good” Looks Like?

  26-08-2026 09:00 via callcentrehelper.com
  
  Agents perform best when they know exactly what is expected of them – not just in terms of numbers or metrics, but in terms of behaviours and outcomes that impact customer experience.Yet many contact centres fail to provide that clarity. They assume agents intuitively understand scorecards, KPIs, and what “good” looks like. The result? All-round confusion as to why there’s so many performance issues!To clear things up once and for all, we spoke to the experts to round up
  
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• HMLR Selects Route 101 for New Contact Centre Platform

  25-08-2026 13:20 via callcentrehelper.com
  
  HM Land Registry (HMLR) has selected Route 101 to deliver a new cloud-based contact centre platform.The project will modernise HMLR’s existing contact centre environment, bringing voice, digital channels, analytics, workforce optimisation and AI-assisted agent support together on a single platform.
  The solution will support approximately 660 users across five sites and is intended to provide a more flexible environment for hybrid working and periods of high call demand.Fiona Virtue, Head o
  
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• DemoNow: Smarter Customer Engagement with Tendfor – Webinar

  25-08-2026 12:51 via callcentrehelper.com
  
  Date: 9th Sept 2026 | 3pm BSTLocation: VirtualRegister Now!Boost productivity. Strengthen compliance. Unlock AI-powered insights. Join AnywhereNow on September 9 for a live DemoNow session and discover how Tendfor helps organizations deliver smarter customer engagement in Microsoft Teams. What You’ll See:Seamless Customer Engagement 
  Follow the customer journey from incoming interaction to resolution and see how Tendfor delivers a nati
  
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• The AI Reality Check – Webinar

  25-08-2026 12:38 via callcentrehelper.com
  
  Date: 17 September 2026 | 8am PST | 11am EST | 4pm BST, Live plus On-DemandLocation: VirtualRegister NowThe AI Reality CheckAI-Powered. Human-Led.Nearly half of contact centres have cut headcount betting on AI. Only 1 in 5 interactions are actually being handled by it. We surveyed 600 QA, CX and Ops leaders to find out what’s really happening behind the automation headlines, and what it means for how you score, coach and scale.The Gap No One’s Talking AboutEvery contact centre is tel
  
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• 6 Knowledge Management System Examples for 2026

  25-08-2026 10:30 via callcentrehelper.com
  
  Eglė Račkauskaitė at Capacity shares everything you need to get started with organizing your data and building a knowledge management system.
  You’ve probably heard people say, “Data is the new currency.” Yes, data powers your business, improves customer support, and personalizes your customer experience. But to achieve these results, you need to turn raw numbers into a functioning knowledge system.Too many businesses sit on mountains of siloed data just because t
  
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• AI Lessons from Today, Insights for Tomorrow – Webinar

  25-08-2026 10:15 via callcentrehelper.com
  
  Date: 9th Sept 2026 | 11am BSTLocation: VirtualRegister Now!AI Lessons from Today, Insights for TomorrowAI is transforming customer experience at an unprecedented pace. Join our next brain2050 thought leadership webinar, as we explore how organisations are delivering tangible results with AI today, while preparing for the customer experience landscape of tomorrow.In this webinar, you’ll hear from industry experts and practitioners at the forefront of AI-powered CX, including leaders from t
  
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• How to Cultivate an Aligned Leadership Team

  25-08-2026 09:00 via callcentrehelper.com
  
  When your leadership team is aligned, agents benefit from a greater sense of fairness and clarity. Expectations are communicated in the same way, coaching conversations feel equitable, and people understand what good performance looks like – regardless of which team they sit in.Yet many contact centres struggle with exactly the opposite problem, where agents may even seek out a particular team, while hoping to avoid another. Over time, these inconsistencies can create frustration, resentme
  
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• What Is an Always-On Contact Centre? Why WFM Is Becoming a Real-Time Control System

  24-08-2026 12:00 via callcentrehelper.com
  
  Kyle Pendleton at Aspect explores why workforce management is shifting from static planning to a real-time, always-on approach.
  Ask a planner what Monday morning looks like and you will usually hear the same story. The schedule looked solid on Thursday.
  Then a promotional email went out three hours early, a payment system got sluggish in one region, and the sick calls started rolling in before the coffee was cold. By 9:15 the plan on paper had almost nothing to do with the day that was actually
  
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• What Is an Always-On Contact Centre?

  24-08-2026 12:00 via callcentrehelper.com
  
  Kyle Pendleton at Aspect explores why workforce management is shifting from static planning to a real-time, always-on approach.
  Ask a planner what Monday morning looks like and you will usually hear the same story. The schedule looked solid on Thursday.
  Then a promotional email went out three hours early, a payment system got sluggish in one region, and the sick calls started rolling in before the coffee was cold. By 9:15 the plan on paper had almost nothing to do with the day that was actually
  
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• What Is Call Queuing? A Complete Guide for Small Businesses

  24-08-2026 10:30 via callcentrehelper.com
  
  Asiya Gorelik at Zoom explains what call queuing is, how it works, when you need it, and how to set it up for the best customer experience.Every missed call is a missed opportunity. When your team is busy and a customer calls in, what happens next determines whether they wait patiently, hang up frustrated, or call your competitor instead.Call queuing can solve this problem. It’s the system that holds incoming calls in an organized line – giving callers a professional experience while
  
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• Where Is AI Making a Positive Difference in Recruitment?

  24-08-2026 09:00 via callcentrehelper.com
  
  You only have to scroll through a handful of posts on LinkedIn to see the conversation erupting around AI’s impact on recruitment, and the frustrations being aired by job seekers and recruiters alike as the AI-powered process takes hold.But is it all bad news? We spoke to experienced contact centre recruiters and talent specialists to find out why it isn’t all justified, and where there are clear use cases for improving the end-to-end experience for all involved.Quickly Identifying C
  
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• evaluagent Partners With Fynto to Expand CX Technology Network

  21-08-2026 14:25 via callcentrehelper.com
  
  evaluagent has announced a new partnership with Fynto, a specialist that connects businesses with outsourcing and technology partners to support operational and customer experience decisions.The partnership adds Fynto to evaluagent’s network of partners and gives Fynto access to evaluagent’s AutoQA and Conversation Intelligence capabilities.Fynto CEO and Co-founder David Taylor said: “We’ve partnered with evaluagent because they bring exactly the kind of capability we wan
  
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• 8×8 Partners With Krisp to Bring Voice AI to CX

  21-08-2026 11:01 via callcentrehelper.com
  
  8×8 has partnered with voice AI provider Krisp, which has joined its Technology Partner Ecosystem.The partnership brings Krisp’s AI-powered noise cancellation, voice isolation, accent conversion and multilingual voice capabilities to the 8×8 Platform for CX, including 8×8 Contact Center and 8×8 Work.The integration is designed to make voice interactions clearer for customers and employees working across offices, homes and other locations.“Voice remains essenti
  
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• Zoom named a Leader in IDC MarketScape for Agentic CCaaS

  21-08-2026 11:00 via callcentrehelper.com
  
  Zoom has been named a Leader in the IDC MarketScape: Worldwide Agentic Contact Centre as a Service Platforms 2026 Vendor Assessment.The assessment highlights Zoom’s approach to bringing contact centre capabilities together with its wider communications platform.
  Zoom CX combines cloud telephony, meetings, chat and contact centre functionality, with routing, virtual agents, agent assistance, workforce management and analytics operating from a shared data foundation.Zoom contact centre also
  
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• How Does Proactive Engagement Drive Customer Loyalty and Revenue?

  21-08-2026 10:30 via callcentrehelper.com
  
  Kenzie Fitzpatrick at Five9 explores how proactive customer engagement can improve customer experiences, loyalty and contact centre performance.Customer service used to be reactive by design. A customer calls with a problem, an agent fixes it and everyone moves on. That model kept the lights on for decades. It’s just not good enough anymore.Today’s customers expect more. They want brands to know them, anticipate their needs and reach out before a problem even happens. And the contact
  
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• Content Guru Expands Australian Presence With Sydney Office

  20-08-2026 17:48 via callcentrehelper.com
  
  Content Guru has expanded its operations in Australia with a new office in Sydney’s Central Business District and local availability zone infrastructure designed to support in-country data sovereignty.The Sydney operation provides business consultancy, application development, engineering support and customer success services for customers and partners in Australia and across the Asia-Pacific region.The company’s local infrastructure allows Australian customers to process and store t
  
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• Vonage Helps Max Factory Double Active Customers

  20-08-2026 16:04 via callcentrehelper.com
  
  Vonage has announced that Italian retail chain Max Factory is using its messaging solutions to develop more targeted and measurable customer communications.Max Factory operates 48 stores across seven regions and previously relied on printed promotional materials.
  The retailer has since integrated the Vonage Messages API via WhatsApp and Vonage Conversational Connect to deliver personalised promotions and marketing communications across digital channels.After one year, Max Factory reported a 100%
  
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• QA Team Stuck in Prompt Engineering? Here’s How to Fix It

  20-08-2026 12:00 via callcentrehelper.com
  
  Evaluagent explores why Quality Managers shouldn’t need to become prompt engineers to get accurate AutoQA results.Today, Quality Managers embracing AutoQA find themselves doing a job they didn’t sign up for: becoming an amateur prompt engineer.Whichever AI tool is in front of them – a general-purpose assistant or a platform’s own automation – writing a good scoring prompt takes real technical skill.Testing it, tweaking the wording, testing it again.Most quality team
  
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• Why Coaching Alone Can’t Support Vulnerable Customers

  20-08-2026 10:30 via callcentrehelper.com
  
  This blog summarises the key points from a recent article by Marianne Withers at ScorebuddyCX exploring why supporting vulnerable customers requires more than training and coaching frontline agents.Training Completion Isn’t the Same as Good OutcomesOrganisations have no shortage of evidence to show how they support vulnerable customers.There may be training records, policies, QA results and vulnerability markers within customer systems. These provide useful information, but they do not nec
  
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• Why It’s Now Even Harder to Achieve B-Corp Certification

  20-08-2026 09:00 via callcentrehelper.com
  
  Organizations have never faced more pressure to prove they’re doing the right thing, as customers increasingly expect them to demonstrate genuine commitments to sustainability, social responsibility and ethical governance. Alongside this, investors, employees, and regulators are demanding greater transparency than ever before.Against this backdrop, achieving B Corp Certification has become one of the most respected ways for them to show they’re serious about balancing profit with pur
  
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