Call Centre news

• 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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• 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 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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• AnywhereNow Announces Tendfor Microsoft Teams Certification

  19-08-2026 14:19 via callcentrehelper.com
  
  AnywhereNow has announced that Tendfor has been certified for the Microsoft Teams Unify Integration Model, making it easier to integrate Tendfor with Microsoft Teams calling environments.The certification confirms that Tendfor’s integration has been validated against Microsoft’s requirements and is aligned with the direction of its Unify model for independent software vendors in the Teams contact centre space.Tendfor brings contact centre and attendant capabilities into Microsoft Tea
  
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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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