Call Centre news

• ScorebuddyCX Unplugged

  28-10-2026 19:54 via Call Centre Helper
  
  Date: 05 November 2026 | 8am PST | 11am EST | 4:00 PM GMT | 30 MinutesLocation: VirtualRegister NowBetter Connected. Better QA. Discover ScorebuddyCX Integrations.Your contact center tools should work together, not create more work for your team.Join David Magee and Darragh Costello for a practical, 30-minute session exploring how ScorebuddyCX integrates with the contact center platforms you already use, helping you streamline QA workflows, reduce manual effort, and get more value from your exis
  
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• AI is Telling Contact Centres More Than Ever. But What Happens Next?

  28-10-2026 19:22 via Call Centre Helper
  
  The growing use of AI in contact centres is creating vast volumes of data, and investment is set to continue.
  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
  
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• Assembled Partners With Nextiva to Introduce WFM Integration

  28-10-2026 17:18 via Call Centre Helper
  
  Assembled has introduced a new partnership with Nextiva to bring workforce management capabilities to Nextiva customers through a new integration.Built using the Assembled API, the integration connects contact centre conversations with workforce planning, helping managers forecast demand, monitor agent availability and manage staffing across multiple channels. Nextiva’s own contact centre was the first to use the integration.Conversations from Nextiva’s phone, email, chat, SMS and social cha
  
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• AnywhereNow Wins Second Microsoft AI Hackathon Challenge

  28-10-2026 17:16 via Call Centre Helper
  
  AnywhereNow has won the “Reimagining Work in an Agent First Enterprise” Executive Challenge at the Microsoft Global Hackathon 2026, marking its second first-place finish in four weeks.The result follows the company’s win at the EMEA AI Builders Hackathon in Copenhagen. The latest challenge focused on how AI agents can work alongside people, processes and data across enterprise operations.Moritz Fischaleck, Chief AI Officer at AnywhereNow, said: “Two first-place finishes in four weeks is
  
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• Findings From CX Live’s The Experience Show South Europe 2026

  28-10-2026 17:15 via Call Centre Helper
  
  Artificial intelligence is advancing rapidly across customer experience, but organisations across South Europe are confronting a fundamental challenge: scaling its use without eroding the trust and service quality on which customer relationships depend.This tension emerged as a defining theme in the The Experience Show South Europe Intelligence Report 2026, published at CX Live’s The Experience Show South Europe 2026, held on 20-21 October at the Crowne Plaza Madrid.
  The findings reveal a mark
  
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• Vonage Adds Email to Its Omnichannel Messaging API

  28-10-2026 17:14 via Call Centre Helper
  
  Vonage has added email to its Messages API, allowing businesses to manage email alongside SMS, MMS, RCS and WhatsApp through a single platform.The new Email API is designed for transactional communications, including order confirmations, password resets, one-time passwords (OTPs), alerts and notifications.
  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
  
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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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• 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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• 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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