Call Centre news

• 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
  
  Read more

• Five9 Named a Leader for Ninth Time

  23-10-2026 16:30 via Call Centre Helper
  
  Five9 has been named a Leader in the 2026 Gartner Magic Quadrant for Contact Centre as a Service (CCaaS), marking the ninth time the company has received the designation.The report, published on 19 October 2026, evaluates contact centre technology providers based on their Completeness of Vision and Ability to Execute.Amit Mathradas, Chief Executive Officer at Five9, said:“We believe being named a Leader for the ninth time reflects something we’ve been building toward for years: AI isn’t re
  
  Read more

• Content Guru Recognised for 12th Consecutive Year

  23-10-2026 15:00 via Call Centre Helper
  
  Content Guru has been included in the Gartner Magic Quadrant for Contact Centre as a Service (CCaaS) for the 12th consecutive year, marking another appearance in the industry analyst’s assessment of contact centre technology providers.The Gartner Magic Quadrant evaluates technology providers based on their ability to execute and completeness of vision, positioning companies within four categories: Leaders, Challengers, Visionaries and Niche Players.Content Guru attributes its continued inclusi
  
  Read more

• Q&A: The Role of AI When Every Second Counts

  23-10-2026 12:00 via Call Centre Helper
  
  When someone reports a gas leak, calls an urgent healthcare line or loses power in a storm, the technology behind that conversation cannot fail.
  Martin Taylor, Co-Founder & Deputy CEO at Content Guru explores how AI is supporting communications in critical national infrastructure, and how the standards set by those services benefit customer experience leaders in every sector.What Makes Communications in Critical National Infrastructure Different From Other Customer Service?Most people who co
  
  Read more

• Advertisement

• Zoom Launches New AI Features for Customer Experience

  23-10-2026 11:57 via Call Centre Helper
  
  Zoom has announced new AI agents, customer profiles and workflow automation features.The updates, announced at the company’s annual Zoomtopia conference, include a new unified context layer that brings together customer conversations, transcripts, CRM data and live interactions.
  The information can be shared across Zoom Virtual Agent, Zoom Contact Center and Zoom Phone, helping employees and AI tools access customer history across different channels.“Every interaction a customer has with a b
  
  Read more

• Recorded Webinar: How to Turn Customer Feedback into Action

  22-10-2026 15:00 via Call Centre Helper
  
  Click here for this webinar recordingThere are now so many ways to capture customer feedback, it makes your head spin! And whilst it’s exciting to be able to listen better than ever before, too often all of this feedback is literally falling on deaf ears – with no feedback loops in place to make the most of the insights gleaned.So how do you turn feedback into a continuous improvement strategy? In this webinar, we’ll be exploring why so much customer feedback is being wasted, the barriers
  
  Read more

• 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
  
  Read more

• 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
  
  Read more

• Advertisement

• 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
  
  Read more

• 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
  
  Read more

• 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
  
  Read more

• 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
  
  Read more

• 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
  
  Read more

• 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
  
  Read more

• ‘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
  
  Read more

• 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
  
  Read more

• 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
  
  Read more

• 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
  
  Read more

• 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
  
  Read more

• 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
  
  Read more

• 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
  
  Read more

• 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
  
  Read more

• 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
  
  Read more

• 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
  
  Read more

• 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
  
  Read more

• 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
  
  Read more

• 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
  
  Read more

• 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
  
  Read more

• 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
  
  Read more

• 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
  
  Read more

Follow @CallCentre_UK_ on Twitter!