https://www.newslocker.com/en-uk/profession/call-centre/en-ukCopyright (C) 2026 newslocker.comTue, 22 Sep 2026 14:15:00 +0200 Europe Regional Grid® ReportEMEA Regional Grid® ReportMid-Market Europe Regional Grid® ReportEnterprise EMEA Regional Grid® Report
The company also ranked second in the Enterprise Europe and Mid-Market EMEA grids, and third in the Small-Business]]>https://www.newslocker.com/en-uk/profession/call-centre/evaluagent-earns-44-g2-badges-in-fall-2026-report/Tue, 22 Sep 2026 14:15:00 +0200https://www.newslocker.com/en-uk/profession/call-centre/evaluagent-earns-44-g2-badges-in-fall-2026-report/https://www.newslocker.com/en-uk/profession/call-centre/callminer-named-strong-performer-in-forrester-wave/Tue, 22 Sep 2026 14:15:00 +0200https://www.newslocker.com/en-uk/profession/call-centre/callminer-named-strong-performer-in-forrester-wave/https://www.newslocker.com/en-uk/profession/call-centre/are-contact-centres-creating-their-own-vulnerable-customer-failures/Tue, 22 Sep 2026 12:00:00 +0200https://www.newslocker.com/en-uk/profession/call-centre/are-contact-centres-creating-their-own-vulnerable-customer-failures/ That makes it the ideal place to ask a slightly uncomfortable question: when you buy AI for customer service, what exactly are you paying for – activity, or results?
We can start by looking at why the contact centre is such fertile ground. It’s exp]]>https://www.newslocker.com/en-uk/profession/call-centre/ai-minutes-tokens-or-outcomes-rethink-what-youre-actually-paying-for/Tue, 22 Sep 2026 10:30:00 +0200https://www.newslocker.com/en-uk/profession/call-centre/ai-minutes-tokens-or-outcomes-rethink-what-youre-actually-paying-for/https://www.newslocker.com/en-uk/profession/call-centre/how-can-resource-planners-help-reduce-frontline-stress/Tue, 22 Sep 2026 09:00:00 +0200https://www.newslocker.com/en-uk/profession/call-centre/how-can-resource-planners-help-reduce-frontline-stress/ Investment is rising quickly too: the conversational AI market will reach $41.39 billion by]]>https://www.newslocker.com/en-uk/profession/call-centre/10-practical-use-cases-for-ai-in-customer-experience/Mon, 21 Sep 2026 12:00:00 +0200https://www.newslocker.com/en-uk/profession/call-centre/10-practical-use-cases-for-ai-in-customer-experience/ But traditional approaches to software development and process automation can make change slow and resource-intensive.Low-code automation offers a different approach. By combining visual application development with workflows,]]>https://www.newslocker.com/en-uk/profession/call-centre/how-low-code-automation-differs-from-traditional-solutions/Mon, 21 Sep 2026 10:30:00 +0200https://www.newslocker.com/en-uk/profession/call-centre/how-low-code-automation-differs-from-traditional-solutions/ These cover a wide range of topics, including account queries, requests for information, changes in circumstances and general service enquiries.As emails are often unstructured, every message had to be manually reviewed to determine the appropriate action, before being indexed and uploaded to the council&rsqu]]>https://www.newslocker.com/en-uk/profession/call-centre/case-study-manchester-city-council-prioritized-62-of-emails-with-netcall/Mon, 21 Sep 2026 09:30:00 +0200https://www.newslocker.com/en-uk/profession/call-centre/case-study-manchester-city-council-prioritized-62-of-emails-with-netcall/https://www.newslocker.com/en-uk/profession/call-centre/10-steps-to-a-better-cx-ambassador-programme/Mon, 21 Sep 2026 09:00:00 +0200https://www.newslocker.com/en-uk/profession/call-centre/10-steps-to-a-better-cx-ambassador-programme/ Often this is because technology and tools are being deployed without a clear understanding of what problem they solve or the value they bring.
Bui]]>https://www.newslocker.com/en-uk/profession/call-centre/where-are-you-on-your-ai-journey/Fri, 18 Sep 2026 10:30:00 +0200https://www.newslocker.com/en-uk/profession/call-centre/where-are-you-on-your-ai-journey/https://www.newslocker.com/en-uk/profession/call-centre/every-cio-is-now-a-governance-officer-most-didnt-apply-for-the-job/Thu, 17 Sep 2026 12:00:00 +0200https://www.newslocker.com/en-uk/profession/call-centre/every-cio-is-now-a-governance-officer-most-didnt-apply-for-the-job/https://www.newslocker.com/en-uk/profession/call-centre/ai-agent-governance-prove-it-stays-inside-the-lines/Thu, 17 Sep 2026 10:30:00 +0200https://www.newslocker.com/en-uk/profession/call-centre/ai-agent-governance-prove-it-stays-inside-the-lines/ The 2026 CX Landscape Report, produced in partnership with Vanson Bourne, examines how organisations are using automation, AI and CX data.The report found that just 23% of organisations say their customer interactions are both highly automated and consistently optimised using CX insights.While automation and AI are now widely used across customer experience, the findings suggest organisations are still w]]>https://www.newslocker.com/en-uk/profession/call-centre/just-23-optimise-automation-with-cx-insights-callminer-report-finds/Wed, 16 Sep 2026 19:21:00 +0200https://www.newslocker.com/en-uk/profession/call-centre/just-23-optimise-automation-with-cx-insights-callminer-report-finds/https://www.newslocker.com/en-uk/profession/call-centre/unified-communications-expo-ucx-london-2026/Wed, 16 Sep 2026 19:11:00 +0200https://www.newslocker.com/en-uk/profession/call-centre/unified-communications-expo-ucx-london-2026/https://www.newslocker.com/en-uk/profession/call-centre/the-autoqm-knowledge-problem-you-need-to-solve-in-2027-webinar/Wed, 16 Sep 2026 16:59:00 +0200https://www.newslocker.com/en-uk/profession/call-centre/the-autoqm-knowledge-problem-you-need-to-solve-in-2027-webinar/https://www.newslocker.com/en-uk/profession/call-centre/building-the-qa-team-of-tomorrow-preparing-for-autoqa-amp-ai-agents-ndash-webinar/Wed, 16 Sep 2026 16:58:00 +0200https://www.newslocker.com/en-uk/profession/call-centre/building-the-qa-team-of-tomorrow-preparing-for-autoqa-amp-ai-agents-ndash-webinar/ There’s a bit of a knack to getting these right – and some clear pitfalls to avoid t]]>https://www.newslocker.com/en-uk/profession/call-centre/the-dos-and-donts-of-writing-effective-automated-line-items-webinar/Wed, 16 Sep 2026 16:57:00 +0200https://www.newslocker.com/en-uk/profession/call-centre/the-dos-and-donts-of-writing-effective-automated-line-items-webinar/ This session is for growing teams who know they’d benefit from automated quality, but don’t want a six-month, big-bang project to
get there.Chris sets out a practical, staged path: how to spot the signs you’ve outgrown manual QA, how to pick one use case for a fast, credible win,]]>https://www.newslocker.com/en-uk/profession/call-centre/from-manual-to-momentum-a-pathway-to-autoqa-for-scaling-businesses-webinar/Wed, 16 Sep 2026 16:55:00 +0200https://www.newslocker.com/en-uk/profession/call-centre/from-manual-to-momentum-a-pathway-to-autoqa-for-scaling-businesses-webinar/ Why sampling can’t answer the question a regulator will ask – and what to do about itEmbedding checks into everyday QA, a]]>https://www.newslocker.com/en-uk/profession/call-centre/consumer-duty-at-scale-proving-fairness-across-100-of-interactions-webinar/Wed, 16 Sep 2026 16:54:00 +0200https://www.newslocker.com/en-uk/profession/call-centre/consumer-duty-at-scale-proving-fairness-across-100-of-interactions-webinar/ Where AI scores well, and where humans are essentialHandling edge cases and giving agents a fair righ]]>https://www.newslocker.com/en-uk/profession/call-centre/how-to-keep-humans-in-the-loop-without-slowing-autoqa-down-webinar/Wed, 16 Sep 2026 16:52:00 +0200https://www.newslocker.com/en-uk/profession/call-centre/how-to-keep-humans-in-the-loop-without-slowing-autoqa-down-webinar/