Call Centre news

• 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
  
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• 10 Customer-Centric Ideas We Heard at Adanola

  28-10-2026 09:00 via Call Centre Helper
  
  We recently visited Adanola’s HQ in Manchester, UK, to see what Sandrea Morgan, Kirstyn Eaton, and the team have been doing behind the scenes to drive a truly customer-centric mindset and put continuous improvement at the heart of everything they do.1. Show Your Team What a 2-Minute Wait Really Feels Like for a CustomerWhen trying to focus your team on driving down wait times, it can really help for them to experience what that wait feels like to a customer.“We wanted to show our people what
  
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• Zoom Acquires Enterprise AI Search Platform Onyx

  27-10-2026 12:19 via Call Centre Helper
  
  Zoom has announced the acquisition of Onyx.Onyx is an open-source AI platform for enterprise search and knowledge management, to help organisations provide AI agents with relevant business information and context.Founded in 2023, it connects to more than 50 enterprise applications, including document systems, wikis, ticketing platforms and customer records.
  They provide real-time information to employees and AI agents, helping them access organisational knowledge when making decisions or taking
  
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• From AI Insights to Action: Closing the Coaching Gap

  27-10-2026 10:30 via Call Centre Helper
  
  This blog summarises key points from a recent article by Derek Corcoran at Scorebuddy on why AI insights don’t always lead to coaching and how contact centres can turn them into action.AI Insight is Common, But Coaching Doesn’t Always FollowEach quarter, the QA & CX Intelligence Pulse Report, by ScorebuddyCX, explores how AI is influencing the work of contact centre teams.
  In the latest edition, the AI Reality Check, 600 contact centre professionals were asked how much of their coaching
  
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• Evaluagent Recognized Among Most Progressive AutoQM Platforms

  27-10-2026 10:00 via Call Centre Helper
  
  Evaluagent has been recognized as one of the most progressive automated quality management (AutoQM) platforms in the 2026 CMP Prism for Automated QA/QM.The assessment, published at CCW Nashville on 8 October 2026, evaluated 18 automated quality assurance and quality management providers against ten investment criteria.Conducted by CMP, the evaluation draws on industry analysis, user feedback and marketplace data to assess technology providers operating in the customer contact sector.The recognit
  
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• Evaluagent Recognised Among Most Progressive AutoQM Platforms

  27-10-2026 10:00 via Call Centre Helper
  
  Evaluagent has been recognised as one of the most progressive automated quality management (AutoQM) platforms in the 2026 CMP Prism for Automated QA/QM.The assessment, published at CCW Nashville on 8 October 2026, evaluated 18 automated quality assurance and quality management providers against ten investment criteria.Conducted by CMP, the evaluation draws on industry analysis, user feedback and marketplace data to assess technology providers operating in the customer contact sector.The recognit
  
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• What’s the Difference Between a Short- and Long-Term AI Strategy?

  27-10-2026 09:00 via Call Centre Helper
  
  As we all know, many leaders are under pressure to demonstrate fast returns on their AI investments right now. Yet there is a growing risk that if they focus too heavily on short-term wins, they’ll miss out on the bigger opportunities to be had too.The reality is that AI can deliver immediate benefits, but the contact centres that are seeing the greatest long-term value are not simply automating existing work; they are redesigning workflows, rethinking roles, and more, to ultimately create bet
  
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• Vonage Wins Gold at Merit Awards for Technology

  26-10-2026 11:00 via Call Centre Helper
  
  Vonage has received a gold award at the 2026 Merit Awards for Technology for its Identity Insights API, which uses real-time mobile network data to help businesses detect identity fraud and strengthen security.The award recognises the company’s approach to fraud prevention, using information sourced directly from mobile networks to identify potential threats without introducing additional steps for customers.The Vonage Identity Insights API includes capabilities designed to help businesses ide
  
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• 8×8 Appoints Boris Grinshpun as Global VP of Product Management

  26-10-2026 11:00 via Call Centre Helper
  
  8×8 has appointed Boris Grinshpun as Global Vice President of Product Management, bringing more than 20 years of experience in enterprise technology, product development and AI-powered customer engagement.Grinshpun, who took up the position on 12 October 2026, will lead 8×8’s global product management organisation, overseeing product strategy and development across its unified communications (UCaaS), contact centre (CCaaS) and communications platform (CPaaS) solutions.His appointment comes a
  
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• Digital Where Possible, Human When Essential, Agentic Where Appropriate

  26-10-2026 10:30 via Call Centre Helper
  
  Richard Farrell at Netcall explores how organisations can balance agentic AI, digital automation and human judgement to improve processes while managing risk.Agentic AI has rapidly become one of technology’s favourite phrases.The promise is compelling. Instead of simply answering questions or generating content, AI agents can work towards goals, take actions and complete multi-step tasks with less human intervention.That creates significant opportunities. But greater autonomy also creates grea
  
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• Awaab’s Law Phase 2: Connecting Property and Resident Data

  26-10-2026 10:30 via Call Centre Helper
  
  When it comes to housing hazards, the same problem can pose very different risks to different residents. Jimmy Rogers from Netcall explores why connected data is key to making better decisions.The conversation around Awaab’s Law has largely focused on compliance. Meeting timescales. Completing surveys. Identifying hazards.But Phase 2 changes the challenge entirely.As the scope of Awaab’s Law expands to cover a broader range of hazards across social housing, with the new requirements coming i
  
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• Case Study: Premier Guarantee Transforms Customer Experience with 8×8

  26-10-2026 09:30 via Call Centre Helper
  
  Premier Guarantee shines in the competitive and highly regulated UK construction insurance market by delivering proactive, efficient service that fosters trust and loyalty through a truly personal client experience.
  ChallengesLeveraging 8×8 Work and 8×8 Contact Center, the team is enhancing visibility across customer touchpoints, strengthening alignment with Consumer Duty commitments, and driving forward ambitious plans for digital transformation and accelerated change. No one understands the
  
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• Key Things That “Make or Break” a Resource Planning Team

  26-10-2026 09:00 via Call Centre Helper
  
  There are so many moving parts in Resource Planning, it can be difficult to know what’s really shifting the dial in the right direction.
  That’s why we spoke to WFM expert Alec Bowman-Clarke to better understand what “makes” a high-performing planning team – and what really “breaks” when a team ends up being constantly ignored and blamed when things go wrong.1. TerminologyTechnical expertise is only valuable if people understand what is being communicated. This is why language plays
  
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• 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
  
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• Content Guru Recognized 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
  
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• 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
  
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• 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
  
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• 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
  
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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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• 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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• 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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