Call Centre news

• Intellicom Helps 11890 to Thrive with Google Telephony Integration

  02-09-2019 08:49
  11890 slashes operational costs
  
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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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• Foehn Wins Genesys award for ‘EMEA Cloud Partner of the Year’

  13-09-2019 12:59
  Foehn receives award at Genesys G-summit
  
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• Capita Increases Pay for Almost 6,000 Workers to Real Living Wage

  13-09-2019 10:06
  Outsourcer pledges rise from April ensuring all UK staff get more than legal minimum of national living wage
  
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• FCA Sets Up Brexit Helpline

  12-09-2019 14:57
  The Financial Conduct Authority (FCA) is stepping up its efforts to ensure firms are aware of what they need to do prepare for the potential of a no-deal Brexit.
  
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• Mailchimp Will Enable CRM App Users to Send Targeted Emails

  12-09-2019 03:50
  Tillpoint, a UK-based provider of a CRM app, is collaborating with Mailchimp to allow clients to send targeted marketing emails.
  
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• New Report from TTi Research Reveals Utilities Customer Satisfaction is firmly ‘On Hold’ in 2019

  11-09-2019 12:15
  Customer Satisfaction Benchmarking Report for the Utilities sector from UK market research company, TTi Research, reveals that the sector is experiencing a satisfaction downturn, with call handling being a key driver of customer discontent.
  
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• 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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• More Than 2 Million Adults Don’t Know When to Call 999

  10-09-2019 08:42
  Adults call 999 twice in their lifetime
  
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• Extra Pressure on Pembrokeshire Call Centre Staff After Contact Centre Closures

  10-09-2019 07:30
  The phased closure of Pembrokeshire County Council customer service centres has been “financially successful� but pressure has increased on call centre staff, cabinet members have heard.
  
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• Prince William Reveals Plans to Train as a Volunteer Counsellor for Crisis Helpline He Set Up

  10-09-2019 06:18
  Prince William, 37, visited charitys Harcombe House centre in Devon
  
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• U.S. Barraged by 4.8 Billion Robocalls in August, According to YouMail Robocall Index

  09-09-2019 07:00
  As Summer Ends, National Robocall Volumes Rise Again
  
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• easyJet Launching Voice-activated Bookings to Help you Find Flights

  06-09-2019 14:48
  easyJet is using new voice-activated technology to make the booking process easier - and much quicker too
  
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• NT Voice and Data Solutions Sign Partnership Agreement with Enghouse Interactive

  06-09-2019 10:48
  Telecoms provider focused on selling Communications Center and Quality Management Suite solutions into multiple vertical sectors
  
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• Halfords Partners with 8x8 to Accelerate Customer Service

  06-09-2019 09:12
  British Retailer Selects 8x8 X Series for customer service agents
  
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