Call Centre news

• AnywhereNow Wins Microsoft Global Hackathon Executive Challenge

  21-10-2026 12:00 via Call Centre Helper
  
  AnywhereNow has secured its second Microsoft hackathon win in four weeks, taking first place in the “Reimagining Work in an Agent First Enterprise” Executive Challenge at the Microsoft Global Hackathon 2026.The result follows the company’s first-place finish at the EMEA AI Builders Hackathon in Copenhagen earlier this month.AnywhereNow, which develops AI-powered customer experience solutions for the Microsoft ecosystem, was recognized for its approach to enterprise AI and the r
  
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• Why QA and CSAT Scores Don’t Always Match

  22-10-2026 10:30 via Call Centre Helper
  
  This blog summarises key points from a recent article by Derek Corcoran at Scorebuddy, exploring why QA and CSAT scores differ, how scorecards can overlook the customer experience, and practical ways to bring the two measures closer together.Why QA and CSAT Results Often Tell Different StoriesThey’re Based on Different Sets of InteractionsStart by looking at coverage. Industry estimates generally put CSAT response rates at 5% to 10% of contacts, while manual QA typically reviews 2% to 5% of co
  
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• What Is Our Metric Fixation Really Costing Us?

  22-10-2026 09:00 via Call Centre Helper
  
  What’s really happening when the numbers look good – but the reality tells a different story? Here, Danny Wareham explains why we gravitate towards metrics so much, and how a better understanding of the paradox of metric fixation can help drive real performance improvements.On Paper, Performance Is Improving – In Practice, Something Has Been LostA contact centre team is celebrating. Their Average Handling Time has fallen by 18 seconds, adherence is above target, and customer satisfaction i
  
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• Meet Peopleware at Contact Centre Expo

  21-10-2026 16:48 via Call Centre Helper
  
  Date: 18th – 19th November 2026Location: Stand CC-F50, ExCeL, LondonSecure Your Free TicketPeopleware are excited to be exhibiting at this year’s Contact Centre Expo at ExCeL London.They’d love the chance to meet with you and discuss your workforce management goals and challenges.Book a meetingContact Centre Expo, co-located with the Customer Experience Expo, is the premier event for professionals driving excellence in customer engagement. The show brings together cutting-edge
  
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• The Intelligence Gap Shaping the Future of Customer Automation – Webinar

  21-10-2026 16:24 via Call Centre Helper
  
  Date: 27th October 2026 | 8am PT | 11am ET | 4pm BSTLocation: VirtualRegister Now!Automation is everywhere in customer experience. But are organizations actually using it to deliver better outcomes? Join the panellists as they unpack the findings from the newly released CX Landscape Report 2026.The research reveals a widening intelligence gap in CX. While 99% of organizations now use automation in customer interactions, only 23% describe themselves as highly automated and consistently optimizing
  
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• Peopleware to Showcase AI-Native WFM at Contact Centre Expo

  21-10-2026 13:09 via Call Centre Helper
  
  Peopleware will exhibit at the Contact Centre & Customer Experience Expo 2026 at ExCeL London on 18–19 November, showcasing its AI-native workforce management (WFM) platform for contact centres and BPOs on stand CC-F50.On 18 November at 11:40am, Ben Heslop, Director of Resource Planning at ResQ, will speak at the Contact Centre Technology Theatre.
  His presentation, “Scheduling without a forecast: How a BPO delivered £60K in annual savings”, will cover how ResQ used Pe
  
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• CX Vision 2035

  21-10-2026 11:39 via Call Centre Helper
  
  Date: 05 November 2026Location: Wembley Stadium, LondonRegister NowCX Vision is the expo and conference built to answer one question: what will customer experience look like over the next decade?On 5 November at Wembley, 2,500 senior CX leaders come together for a full day of keynote and panel sessions, executive roundtables, private rooms and pre-booked one to one meetings, giving attendees the chance to learn from the people shaping the future of the industry and to make the connections that w
  
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• Keep Your Finger on the Pulse of What Agents Think

  21-10-2026 09:00 via Call Centre Helper
  
  Annual employee engagement surveys can provide valuable insight into how teams are feeling, but a lot can change in the months between them.
  The challenge for many leaders therefore is finding simple, meaningful ways to stay connected with their agents on a more regular basis.That’s why we asked our Reader Panel – featuring representatives from Citizens Advice, Simplyhealth, and Worcester Bosch – for the tips and techniques they’ve tried to keep their finger firmly on the
  
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• ‘Deflected’ Does Not Mean ‘Resolved’

  20-10-2026 12:00 via Call Centre Helper
  
  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
  
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• How to Turn Training into Lasting Competence

  20-10-2026 10:30 via Call Centre Helper
  
  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
  
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• Live Show & Tell: What WFM Teams Are Building With AI

  20-10-2026 10:15 via Call Centre Helper
  
  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
  
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• Tactics to Manage QA Well During Seasonal Peaks

  20-10-2026 09:00 via Call Centre Helper
  
  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
  
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• DemoNow: From Conversation to Action with Dialogue Studio

  19-10-2026 15:08 via Call Centre Helper
  
  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 Call Centre Helper
  
  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 Call Centre Helper
  
  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 Call Centre Helper
  
  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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• Preparing for 2027: What the Latest Research Tells Us – Webinar

  16-10-2026 10:52 via Call Centre Helper
  
  Date: 11th November 2026 | 14:00 GMTLocation: VirtualRegister Now!Call Centre Helper’s latest research paints an interesting picture of an industry heading into 2027. AI adoption continues to accelerate, with chatbot usage passing 50% for the first time. But as technology becomes more established, attention is shifting from what AI can do to how organisations are actually making it work.Meanwhile, routine contacts are increasingly being handled through automation and self-service, leaving
  
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• How to Fix The Most Common WFM Planning Mistakes

  16-10-2026 10:30 via Call Centre Helper
  
  Zaineb Ahmed at Peopleware shares the key takeaways from a webinar in which Ben Heslop, Director of Resource Planning at ResQ and founder and author of Smooth Planning, explored six common planning mistakes and how to avoid them.Resource planning looks complex on the surface, but many of the biggest planning problems start with simple mistakes.
  Forecasting, capacity planning, scheduling, and real-time management all sit together, and each one depends on the other.
  For example, a misunderstood de
  
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• What is Agentic Experience Orchestration (AXO)?

  15-10-2026 12:00 via Call Centre Helper
  
  UJET explores what agentic AI means for contact centres, how AXO works during live customer interactions, and how it differs from traditional agent assist and workflow automation.What Does “Agentic” Mean in a Contact Centre?An agentic system can look something up, make a decision and carry out the next step across the stack while the customer is still on the line, which is a bigger job than suggesting a reply or writing the call up once it is over.
  Timing is the part that matters, be
  
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• How to Send a Document For Signature in 5 Easy Steps

  15-10-2026 10:30 via Call Centre Helper
  
  Zoom shares five clear steps on how to send a document for signature, from prepping your file to storing the completed copy, so proposals, contracts, and agreements get signed without the usual friction.Chasing down a client’s signature used to mean printing a contract, scanning it back in, or waiting days for a mailed copy to make its way back to you.
  Learning how to send a document for signature electronically turns that multi-day back-and-forth into something you can wrap up in an after
  
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• Case Study: HELP Dropped Customer Contacts by 23% With Puzzel

  15-10-2026 09:30 via Call Centre Helper
  
  HELP Forsikring is a Nordic pioneer in legal expenses insurance, helping customers get expert legal support during disputes. Its customer service team is the first point of contact for people in complex, emotionally difficult situations, bridging the gap to HELP’s in-house lawyers.The ChallengeLegal expenses insurance is complex, and HELP’s growth means constantly keeping up with new products, product variants and partners.
  Agents must also balance empathy with accuracy — it&rs
  
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• How to Keep Your Promises to Customers

  14-10-2026 09:00 via Call Centre Helper
  
  Every contact centre makes promises to customers. Some are explicit, such as “we’ll call you back by 4pm”, whilst others are more subtly built into IVR menus, or even the tone of a marketing campaign.
  Yet, however easily they’re made, keeping them is often much harder. And the damage is even worse, as every broken promise chips away at trust.Of course, this is all rarely the result of bad intentions, but it can be hard to pinpoint exactly what’s going wrong.
  That&rs
  
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• 8×8 Names Jamie Snaddon and Nerea Gandarias in New Roles

  14-10-2026 09:00 via Call Centre Helper
  
  8×8 has announced two senior leadership appointments, with Nerea Gandarias replacing Jamie Snaddon as Managing Director for EMEA, while Snaddon moves into the newly created role of Chief Strategy Officer.Both appointments take effect immediately, with the changes aimed at supporting the company’s growth strategy and strengthening its operations across Europe, the Middle East and Africa.Jamie Snaddon Takes on Chief Strategy Officer RoleSnaddon, who has spent more than a decade at 8&ti
  
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• PCI Pal Launches New Brand Identity

  13-10-2026 18:39 via Call Centre Helper
  
  PCI Pal has launched a new brand identity and global marketing campaign.The new identity includes updated messaging, a modern visual design and a new website highlighting PCI Pal’s platform, partner ecosystem and focus on secure customer experiences.PCI Pal says it currently secures more than half a billion interactions each year across more than 750 customers worldwide.
  As customer interactions become increasingly digital and AI-powered, the company is positioning its platform around main
  
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• Kensington Mortgages Completes Amazon Connect Migration With Sabio

  13-10-2026 18:37 via Call Centre Helper
  
  Kensington Mortgages has completed the migration of its Servicing operation to Amazon Connect, marking the second phase of its contact centre transformation delivered by Sabio Group.The migration moves Kensington from an on-premises telephony platform to a cloud-native solution, bringing the total number of contact centre users on Amazon Connect to more than 400.
  It follows the earlier migration of the Originations operation, which Kensington described as “the smoothest go live they have e
  
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• Route 101 to Modernize Lewisham Council’s Contact Centre

  13-10-2026 17:00 via Call Centre Helper
  
  Lewisham Council is giving its contact centre an AI-powered upgrade, partnering with Route 101 to modernize how residents access local services.The project will see the Council replace its existing contact centre technology with a cloud-based platform built on NiCE CXone, supported by Gamma connectivity.The new system is intended to help the Council manage demand, simplify customer journeys and improve operational efficiency while supporting its wider digital transformation plans.Conversational
  
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• Five Ways to Expand AI Across Your Contact Centre

  13-10-2026 12:00 via Call Centre Helper
  
  Steve Nattress at Enghouse explores five AI automation applications for contact centres, including their benefits and best practices for successful implementation.Deploying proven approaches to benefit customers, agents, and the wider businessOften organisations start their contact centre AI automation journey with customer-facing online chatbots.
  However, chatbots are just one use case for AI in contact centre operations and only the tip of the iceberg when it comes to the technology’s po
  
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• How to Manage a Successful AutoQA Migration

  13-10-2026 10:30 via Call Centre Helper
  
  evaluagent explores the four key steps to preparing data, mapping agents, adapting scorecards and testing AutoQA before migration.Picture the scene: messy data lands in a shiny new platform, scorecards get copied across as-is, and then someone flips the switch and wonders why the scores look wrong.In the final session of the AutoQA Summer Series, evaluagent’s Product Enablement Manager Chris Mounce walked through the four things that distinguish a smooth migration from a painful one.All of
  
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• Can You Afford to Ignore Shadow Knowledge?

  13-10-2026 09:00 via Call Centre Helper
  
  Tribal knowledge. Team lore. Shadow knowledge. Whatever you call it, it is the undocumented expertise hidden within teams.It has been happening for years, but the growing focus on AI and agent-assist tools in the contact centre is now surfacing it as a critical root-level issue – as Adam Boelke and Martin Hobratschk explore.
  AI Is Only as Useful as the Knowledge It Can Access, Organize, and ApplyFor a long time, tribal knowledge has been quietly but significantly affecting productivity, co
  
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• Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

  12-10-2026 17:08 via Call Centre Helper
  
  Date: 26th November 2026 | 14:00 GMT | 9:00 ESTLocation: VirtualRegister Now!According to Gartner, 91% of customer service leaders are under pressure to implement AI. Yet, bridge-building between ambition and reality remains difficult.So, what’s happening behind the scenes here? Often, the blocker isn’t the technology itself. Rather, it’s the shift in ways of working, team roles, and organizational readiness – as many find themselves unsure where to start, what to priorit
  
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