Call Centre news

• Hull Councils 300300 Service Slammed as Appalling with People Left On Hold for 40 Minutes

  10-09-2019 09:54
  Civica, who run Hull City Councils service, are having financial penalties imposed on it
  
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• 7 Ways to Help Your Agents Embrace Change

  19-08-2026 09:00 via callcentrehelper.com
  
  Do your agents confidently embrace change? Or fear the unknown? If it’s the latter and you find your teams are always digging their heels in and resisting every time something new is announced, it’s high time to nurture a different mindset.Of course, this doesn’t happen overnight! That’s why we asked leadership experts what it takes to create a team who truly see change as an opportunity and embrace all it has to offer.1. Lead With a Willingness to Try New ThingsPractise
  
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• AMERICAS WFM & CX Summit 2026

  18-08-2026 12:16 via callcentrehelper.com
  
  Date: 28 August 2026Location: The Westin Dallas Southlake, Dallas, TXRegister NowA curated gathering of WFM, CX, Operations, HR, and BPO leaders from across North America — one day of executive dialogue, industry benchmarking, and strategic networking, built for the era of agent AI and autonomous operations.As global industries rapidly enter the era of Agent AI, Workforce Intelligence, CX Intelligence, and Autonomous Operations, organisations are recognising that workforce transformation i
  
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• The Future of WFM: Adapting to the Age of Agentic AI

  18-08-2026 10:30 via callcentrehelper.com
  
  Aspect explores how AI is reshaping workforce management and why organisations need to rethink forecasting, metrics, and decision-making.WFM Was Built for a Different WorldTraditional WFM operated on a simple model:Forecast → Schedule → ExecuteThis worked when humans handled all demand, workflows were predictable, and volume followed historical patterns. AI has changed each of those assumptions.AI doesn’t just automate tasks, it reshapes demand before it ever reaches human agents
  
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• How to Improve FCR on Email and Live Chat

  18-08-2026 09:00 via callcentrehelper.com
  
  First Contact Resolution (FCR) is often considered a simple measure of efficiency, but behind every repeat contact lies a more complicated story.Sometimes customers contact again because their original question wasn’t properly understood. Sometimes their emotional needs weren’t met. In other cases, the process itself is so difficult that another interaction becomes inevitable.
  And increasingly, customers don’t just stick to one channel while seeking help – they’ll s
  
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• Agentic AI for Contact Centres: 2026 Guide for CX Leaders

  17-08-2026 12:00 via callcentrehelper.com
  
  Eglė Račkauskaitė at Capacity shares a guide to agentic AI tools and use cases exploring how agentic AI differs from generative AI, what it can do in a contact centre, how to implement it and avoid risks and how it can drive savings for you.Agentic AI for contact centres can adapt on the fly, handle hundreds of calls and chats at once, personalize customer service from the first hello, and even surface the right information when your agents need it most.
  Deloitte predicts that wit
  
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• From Virtual Agent to High-Performing Agent: The AI-Powered CX Shift Explained

  17-08-2026 10:30 via callcentrehelper.com
  
  Alexis Noelle Jimenea at Zoom explores how leading CX teams are turning AI-driven insights into faster resolutions and delivering experiences that customers remember.Every contact centre leader knows the tension: customers want fast answers, but great service still hinges on human judgment.
  In Zoom’s recent webinar From Virtual Agent to High-Performing Agent: Unlocking Better CX with AI, the team explored how AI-powered tools are changing the way organisations approach this balance.AI-powe
  
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• 10 Smarter Ways to Use AI Augmentation

  17-08-2026 09:00 via callcentrehelper.com
  
  When AI is discussed in contact centres, automation often steals the spotlight. But while fully autonomous systems continue to evolve, AI augmentation presents just as many opportunities to improve operational performance.From real-time agent guidance to knowledge retrieval and more, it’s already helping advisors work faster, make better decisions, and deliver more consistent customer experiences.
  So how do you make sure you’re maximizing AI augmentation in your contact centre? We as
  
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• The Cloud-Only Ultimatum: Why Enterprise WFM Demands Deployment Choice

  14-08-2026 12:00 via callcentrehelper.com
  
  Jeff Kupietzky at Aspect explores why deployment flexibility matters in workforce management and the role of choice between cloud, hybrid, and on-premise environments.There is an assumption baked into most WFM vendor conversations today: cloud is the only legitimate deployment model.
  If you are still running on-premise, you are behind. If you want hybrid, you are complicating things. If you need control over where your data lives, you are standing in the way of progress.This framing is convenien
  
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• 5 Ways Workforce Management Is Evolving

  14-08-2026 08:30 via callcentrehelper.com
  
  Contact centres are under increasing pressure to deliver exceptional customer experiences while supporting employee wellbeing and maintaining operational efficiency.At the same time, workforce expectations have changed dramatically, with agents seeking greater flexibility, better work–life balance, and more autonomy over when and where they work.To meet these changing expectations, workforce management is evolving beyond simple scheduling.Today’s leading contact centres are combining
  
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• MaxContact Partner Community Event

  13-08-2026 14:00 via callcentrehelper.com
  
  Date: 29 September, 2 PM – 6 PMLocation: Manchester Deansgate Hotel, Manchester, Greater ManchesterRegister NowFirst look at Auto QA at Scale, a real partner and client success story, and the launch of our refreshed partner programme.Join MaxContact for an afternoon specifically for MaxContact’s existing and prospective partners. A first look at Auto QA at Scale, a real partner success story, and the launch of their refreshed partner programme. 2:00–4:45pm, followed by networki
  
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• Call Management Software – A Guide For Small Businesses

  13-08-2026 10:30 via callcentrehelper.com
  
  Asiya Gorelik at Zoom covers what call management software actually does, the features that matter most, how it compares to a basic phone system or a full contact centre, and how to choose the right solution for your business.When your business starts getting more calls than your team can handle manually, or when you realize you have no idea how many calls you’re missing, it’s time for call management software.It’s what turns a basic phone line into a professional business comm
  
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• Agentic AI vs Generative AI: What’s the Difference & Why It Matters

  13-08-2026 10:30 via callcentrehelper.com
  
  Agentic AI and generative AI help contact and call centres personalize their services, improve customer experience, ease agent workload, and enhance the image of the business.These artificial intelligence (AI) automation solutions not only generate content and help you brainstorm ideas but also answer your
  customers’ questions, help them manage their accounts, process refunds, and even upsell your products. AI has become one of the most talked-about technologies today-but not all AI system
  
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• Case Study: Transport for London Saved 2000+ Hours With Netcall

  13-08-2026 09:30 via callcentrehelper.com
  
  The ChallengeTransport for London (TfL) faced an urgent challenge: Migrating over 20,000 critical engineering files from an obsolete, unsupported legacy system to their new application.
  With increasing alerts about discontinued functionality being issued and the constant risk of complete data loss, Transport for London needed a solution to handle complex data migration while preserving the integrity of essential track engineering information.The Product Register served as a ‘kit of parts&r
  
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• What’s Really Holding CX Team Leaders Back?

  12-08-2026 09:00 via callcentrehelper.com
  
  Team leaders sit at the heart of any contact centre operation. They’re the frontline managers who help ensure service levels are met, agents are supported, and customers receive a consistent experience.Despite their pivotal role, many team leaders are struggling to reach their potential. Yet the problem is not a lack of effort or dedication, it’s far more complex than that! That’s why we spoke to contact centre experts to get a better feel for what they are really up against ri
  
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• Why Companies Should Rethink What AI Ownership Really Means

  11-08-2026 12:00 via callcentrehelper.com
  
  Maria Paredes Piscione at Sabio explores why successful AI strategies focus on owning the business outcomes while partnering on the specialist expertise needed to deliver them.AI ownership has become an appealing idea for many organisations.
  It sounds strategic, responsible, and future-focused. If AI is going to shape customer experience, operations, and competitive advantage, it’s only natural to want full control over it.
  That instinct makes sense.
  The challenge starts when ownership is
  
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• Zoom Recognized as UCaaS Leader in Gartner MQ for 7th Consecutive Year

  11-08-2026 10:49 via callcentrehelper.com
  
  Zoom has been named a Leader in the 2026 Gartner Magic Quadrant for Unified Communications as a Service (UCaaS), marking its seventh consecutive inclusion in the report.Zoom is also one of three companies included in both Gartner’s UCaaS and contact centre as a Service (CCaaS) Magic Quadrants.The recognition comes as Zoom continues to develop its unified communications platform across telephony, meetings, messaging and contact centre capabilities.
  “Real work doesn’t happen in i
  
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• How to Take Your Data From Quality Dashboards to Quality Outcomes

  11-08-2026 10:30 via callcentrehelper.com
  
  evaluagent explores how contact centres can turn quality insights into meaningful action.Quality teams have more data than ever, but you’re not alone if you’re struggling to turn that insight into meaningful improvement.You’ve got dashboards showing CSAT trends, compliance scores, handle times, and sentiment breakdowns. You can see when things dip and spot patterns over time. You present findings in meetings and leadership stays informed.But you’re still a bit stuck. Beca
  
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• Why the Basics Still Matter in an AI World

  11-08-2026 09:00 via callcentrehelper.com
  
  AI is dominating the customer experience conversation, but in the rush to adopt new technology, many organizations risk overlooking the basics that still shape customer experience every day.Yet those fundamentals have not disappeared. In many cases, they matter more than ever – as Customer Experience Consultant Steve Hindley explains.Voice Remains a Critical Part of Customer ContactSteve HindleyDespite years of investment in digital channels, voice remains a critical part of customer conta
  
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• Elephants Don’t Forget and Square 4 Join Forces on Consumer Duty

  10-08-2026 16:30 via callcentrehelper.com
  
  Elephants Don’t Forget and Square 4 are joining forces to link colleague competence with customer outcomes.The collaboration brings together Elephants Don’t Forget’s continual assessment technology, Clever Nelly, with Square 4’s regulatory advisory services and Assure 4, its technology platform for customer outcomes testing and validation.The two organizations said the partnership is intended to connect regulatory interpretation, colleague learning, knowledge retention an
  
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• 8×8 Introduces Outcome-Based Partner Rewards Programme

  10-08-2026 16:20 via callcentrehelper.com
  
  8×8 has introduced a new partner programme for its direct resell channel that expands how partner performance is measured.The programme introduces a four-tier structure – Authorized, Silver, Gold and Platinum – with partners eligible for financial incentives based on their tier.Participants will also have access to 8×8 support teams and monthly performance dashboards designed to track progress across new customer acquisition, customer retention and multi-product adoption.
  
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• Contact Centre Quality Assurance: The Complete Guide For 2026

  10-08-2026 12:00 via callcentrehelper.com
  
  Chandler Galt at Zoom shares how to build a QA program that works at scale – from defining standards and building scorecards to using AI to evaluate every interaction, not just a sample.Contact centre quality assurance is how you find out where quality breaks down – before your customers do. Your agents handle hundreds of interactions a day: some go exceptionally well, and others don’t.
  The challenge for many contact centre managers isn’t knowing that quality varies; it&r
  
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• How to Integrate External Agents with Voice Orchestration

  10-08-2026 10:30 via callcentrehelper.com
  
  Nicolas Bernier at ElevenLabs outlines how ElevenLabs Agents support external agents and the patterns that enable fine-grained control over their integration. These mechanisms allow customers to leverage ElevenLabs’ best-in-class voice orchestration while maintaining full ownership of their broader orchestration.Frontier agent orchestrators are increasingly able to handle complex tasks and operate across the suite of enterprise tooling. This requires diligent management of application, con
  
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• How to Manage QA Across Different Channels

  10-08-2026 09:00 via callcentrehelper.com
  
  Today’s customers engage with contact centres across voice, email, chat, messaging, and social media.
  While each channel requires a different approach, customers still expect a consistent experience every time they interact with an organization – but consistent Quality Assurance (QA) isn’t always underpinning it.So how do you get this right? To find out, we asked our panel of experts for their top tips and advice for managing QA more effectively and consistently across multiple
  
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• The Benefits of Personalized Customer Service

  07-08-2026 12:00 via callcentrehelper.com
  
  Kenzie Fitzpatrick at Five9 explores why personalized customer service has become a customer expectation and how AI helps organisations deliver it consistently at scale.Most customers can tell within seconds whether a company knows who they are. Not because the agent says their name, but because they don’t have to repeat themselves, the context from their last interaction carried over, and the response they get actually fits their situation.
  That experience isn’t guaranteed. But incr
  
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• Albemarle & Bond Criticised After Customer Helpline is Overwhelmed

  19-09-2019 05:00
  National Pawnbrokers Association says industry is ‘not impressed’ with A&B
  
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• Tech Mahindra to Set Up Media Innovation Lab in Manchester

  18-09-2019 12:51
  Create next generation technology-enabled solutions to provide qualitative content to end customers and monetize the value of content faster
  
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• 200 New Jobs as Sheffield Call Centre Lands Two Big Contracts

  18-09-2019 11:43
  A booming Sheffield call centre is creating 200 jobs after landing two major contracts.
  
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• IPRS Health’s commitment to offer comprehensive online support for clients and patients continues

  17-09-2019 14:00
  This health pioneer is taking customer support to a new level utilising AI-powered channels.
  
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• Call Centre Group to Create 200 Jobs in Waterford

  17-09-2019 11:09
  Emerald Contract Centre will increase its headcount to 340 by 2021
  
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