https://www.newslocker.com/en-uk/profession/call-centre/en-ukCopyright (C) 2026 newslocker.comFri, 06 Nov 2026 11:48:00 +0100https://www.newslocker.com/en-uk/profession/call-centre/five9-to-acquire-level-ai-in-325-million-deal/Fri, 06 Nov 2026 11:48:00 +0100https://www.newslocker.com/en-uk/profession/call-centre/five9-to-acquire-level-ai-in-325-million-deal/https://www.newslocker.com/en-uk/profession/call-centre/recorded-webinar-should-voice-agents-replace-ivrs/Thu, 05 Nov 2026 15:00:00 +0100https://www.newslocker.com/en-uk/profession/call-centre/recorded-webinar-should-voice-agents-replace-ivrs/https://www.newslocker.com/en-uk/profession/call-centre/the-discipline-behind-achieving-a-return-on-intelligence/Thu, 05 Nov 2026 12:00:00 +0100https://www.newslocker.com/en-uk/profession/call-centre/the-discipline-behind-achieving-a-return-on-intelligence/https://www.newslocker.com/en-uk/profession/call-centre/smarter-ways-to-close-the-loop-on-customer-feedback/Thu, 05 Nov 2026 09:00:00 +0100https://www.newslocker.com/en-uk/profession/call-centre/smarter-ways-to-close-the-loop-on-customer-feedback/ But this isn’t always as effective as they would like. In fact, sometimes it can lead to knowledge overload and have the completely opposite effect!  This is where games come in! So long as they are used in the right way (of course!), they can help add a bit of fun to the shift AND boost performance.
That�]]>https://www.newslocker.com/en-uk/profession/call-centre/top-games-to-reinforce-agent-skills-and-knowledge/Wed, 04 Nov 2026 09:00:00 +0100https://www.newslocker.com/en-uk/profession/call-centre/top-games-to-reinforce-agent-skills-and-knowledge/ And when you think about the types of problems customers contact organizations about, it’s not diffic]]>https://www.newslocker.com/en-uk/profession/call-centre/how-to-successfully-introduce-video-chat-into-your-contact-centre/Wed, 04 Nov 2026 08:30:00 +0100https://www.newslocker.com/en-uk/profession/call-centre/how-to-successfully-introduce-video-chat-into-your-contact-centre/https://www.newslocker.com/en-uk/profession/call-centre/salesforce-to-acquire-cresta-to-expand-ai-voice-capabilities/Tue, 03 Nov 2026 12:27:00 +0100https://www.newslocker.com/en-uk/profession/call-centre/salesforce-to-acquire-cresta-to-expand-ai-voice-capabilities/ Many contact]]>https://www.newslocker.com/en-uk/profession/call-centre/7-outbound-dialler-features-you-need-in-your-call-centre/Tue, 03 Nov 2026 10:30:00 +0100https://www.newslocker.com/en-uk/profession/call-centre/7-outbound-dialler-features-you-need-in-your-call-centre/https://www.newslocker.com/en-uk/profession/call-centre/how-to-speed-up-and-simplify-your-security-process/Tue, 03 Nov 2026 09:00:00 +0100https://www.newslocker.com/en-uk/profession/call-centre/how-to-speed-up-and-simplify-your-security-process/https://www.newslocker.com/en-uk/profession/call-centre/88-help-teams-start-every-customer-conversation-with-context/Mon, 02 Nov 2026 14:51:00 +0100https://www.newslocker.com/en-uk/profession/call-centre/88-help-teams-start-every-customer-conversation-with-context/https://www.newslocker.com/en-uk/profession/call-centre/5-mistakes-every-cx-job-seeker-should-avoid-in-an-ai-world/Mon, 02 Nov 2026 09:00:00 +0100https://www.newslocker.com/en-uk/profession/call-centre/5-mistakes-every-cx-job-seeker-should-avoid-in-an-ai-world/ To improve resident experiences and reduce pressure on stretched teams, they set out to address some key challenges:A fragmented digital estate: Individual teams had built 230+ forms independently, using different styles, outcomes and often hard to find on the website, prompting residents to reach for the phone instead.]]>https://www.newslocker.com/en-uk/profession/call-centre/case-study-lichfield-district-council-achieves-97-response-rate-with-netcall/Fri, 30 Oct 2026 09:30:00 +0100https://www.newslocker.com/en-uk/profession/call-centre/case-study-lichfield-district-council-achieves-97-response-rate-with-netcall/https://www.newslocker.com/en-uk/profession/call-centre/scorebuddycx-unplugged/Wed, 28 Oct 2026 19:54:00 +0100https://www.newslocker.com/en-uk/profession/call-centre/scorebuddycx-unplugged/ 12 months ago, MaxContact’s KPI Benchmarking report 2025-2026 confirmed that 60% of contact centres said AI and automation would be the main areas of increased investment in 2026.Against that backdrop, and to coincide with the launch of MaxContact’s new Auto QA solution, MaxContact hosted a roundtable conversation with analysts, partners, and consultants to discuss issues emerging fr]]>https://www.newslocker.com/en-uk/profession/call-centre/ai-is-telling-contact-centres-more-than-ever-but-what-happens-next/Wed, 28 Oct 2026 19:22:00 +0100https://www.newslocker.com/en-uk/profession/call-centre/ai-is-telling-contact-centres-more-than-ever-but-what-happens-next/https://www.newslocker.com/en-uk/profession/call-centre/assembled-partners-with-nextiva-to-introduce-wfm-integration/Wed, 28 Oct 2026 17:18:00 +0100https://www.newslocker.com/en-uk/profession/call-centre/assembled-partners-with-nextiva-to-introduce-wfm-integration/https://www.newslocker.com/en-uk/profession/call-centre/anywherenow-wins-second-microsoft-ai-hackathon-challenge/Wed, 28 Oct 2026 17:16:00 +0100https://www.newslocker.com/en-uk/profession/call-centre/anywherenow-wins-second-microsoft-ai-hackathon-challenge/ The findings reveal a mark]]>https://www.newslocker.com/en-uk/profession/call-centre/findings-from-cx-lives-the-experience-show-south-europe-2026/Wed, 28 Oct 2026 17:15:00 +0100https://www.newslocker.com/en-uk/profession/call-centre/findings-from-cx-lives-the-experience-show-south-europe-2026/ Existing Messages API customers can activate the email channel without adding a new integration, using the same APIs, delivery reporting and customer dashboard.The addition also enables busine]]>https://www.newslocker.com/en-uk/profession/call-centre/vonage-adds-email-to-its-omnichannel-messaging-api/Wed, 28 Oct 2026 17:14:00 +0100https://www.newslocker.com/en-uk/profession/call-centre/vonage-adds-email-to-its-omnichannel-messaging-api/https://www.newslocker.com/en-uk/profession/call-centre/10-customer-centric-ideas-we-heard-at-adanola/Wed, 28 Oct 2026 09:00:00 +0100https://www.newslocker.com/en-uk/profession/call-centre/10-customer-centric-ideas-we-heard-at-adanola/ They provide real-time information to employees and AI agents, helping them access organisational knowledge when making decisions or taking]]>https://www.newslocker.com/en-uk/profession/call-centre/zoom-acquires-enterprise-ai-search-platform-onyx/Tue, 27 Oct 2026 12:19:00 +0100https://www.newslocker.com/en-uk/profession/call-centre/zoom-acquires-enterprise-ai-search-platform-onyx/