Call Centre news

• Unified Communications Expo (UCX) London 2026

  16-09-2026 19:11 via callcentrehelper.com
  
  Date: 14th – 15th October 2026Location: Excel, LondonRegister Now!UCX is where the future of communication, collaboration, and customer experience takes shape.Taking place on 14–15 October at Excel London, UCX is the UK’s leading event for unified communications, AV and customer experience technology. Built for anyone shaping how organisations connect, collaborate and serve their customers.This year’s theme: From Practise to Proof: Building Trust, Confronting Risk, Innova
  
  Read more

• Just 23% Optimise Automation With CX Insights, CallMiner Report Finds

  16-09-2026 19:21 via callcentrehelper.com
  
  A new CallMiner report highlights a gap between automation and the use of customer insights.
  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
  
  Read more

• The AutoQM Knowledge Problem You Need to Solve in 2027 – Webinar

  16-09-2026 16:59 via callcentrehelper.com
  
  Date: 10 December 2026 | 2:00 PM GMTLocation: VirtualRegister NowAI can only score as well as the parameters you give it. This session is about the part of AutoQM that doesn’t get discussed but can certainly influence how well it works: knowledge management.Often overlooked, vitally underestimated: your SOPs, policies and product context can all feed the same system that scores your conversations.In the final session of the year, evaluagent’s Product Enablement Manager Chris Mounce s
  
  Read more

• Building the QA Team of Tomorrow: Preparing for AutoQA & AI Agents – Webinar

  16-09-2026 16:58 via callcentrehelper.com
  
  Date: 01 December 2026 | 2:00 PM GMTLocation: VirtualRegister NowQA has spent a decade being a scoring function. That’s ending. Across our platform we’re seeing auto QA shift from experiment to default, new stakeholders pulling QA data into decisions it was never built for, new roles appearing inside quality teams, and a growing pull towards AI agent observability as bots take on more of the conversation volume.This session looks at what those signals mean for the shape of a QA depar
  
  Read more

• Advertisement

• The Do’s and Don’ts of Writing Effective Automated Line Items – Webinar

  16-09-2026 16:57 via callcentrehelper.com
  
  Date: 25 November 2026 | 2:00 PM GMTLocation: VirtualRegister NowLine items that flip-flop between pass and fail are a huge driver of distrust in automated QA — not to mention frustration for those of you building and testing them.In this session, Viki and Elizabeth from evaluagent’s Product team will share how to fine-tune your automated line items to get your accuracy up and trust high.
  There’s a bit of a knack to getting these right – and some clear pitfalls to avoid t
  
  Read more

• From Manual to Momentum: A Pathway to AutoQA for Scaling Businesses- Webinar

  16-09-2026 16:55 via callcentrehelper.com
  
  Date: 12 November 2026 | 2:00 PM GMTLocation: VirtualRegister NowIf your QA is still running on spreadsheets, or out of date systems, scaling fast makes that gap a lot more visible, and a lot riskier.
  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,
  
  Read more

• Consumer Duty at Scale: Proving Fairness Across 100% of Interactions – Webinar

  16-09-2026 16:54 via callcentrehelper.com
  
  Date: 03 November 2026 | 2:00 PM GMTLocation: VirtualRegister NowSampling 2% of conversations no longer survives regulatory scrutiny. If you need to prove fair treatment isn’t the exception, this is the session for you.evaluagent’s Product Enablement Manager Chris Mounce will be talking to Product & Customer Marketing Manager Viki Patten all about:
  Why sampling can’t answer the question a regulator will ask – and what to do about itEmbedding checks into everyday QA, a
  
  Read more

• How to Keep Humans in the Loop Without Slowing AutoQA Down – Webinar

  16-09-2026 16:52 via callcentrehelper.com
  
  Date: 14 October 2026 | 2:00 PM BSTLocation: VirtualRegister NowAutomated scoring only works if your team actually trusts it.This session, led by evaluagent’s Transformation Manager, Pete Dunn, is a practical look at how to ensure your AutoQM programme keeps humans involved exactly where judgement matters — without dragging you back to manual review for everything.You’ll learn:
  Where AI scores well, and where humans are essentialHandling edge cases and giving agents a fair righ
  
  Read more

• Advertisement

• How CX Leaders Can Govern AI Agent Quality Across Channels – Webinar

  16-09-2026 16:51 via callcentrehelper.com
  
  Date: 06 October 2026 | 3:00 PM BSTLocation: VirtualRegister NowAs AI agents take on more and more conversations, who’s actually checking they’re doing their jobs correctly?Most CX teams wouldn’t dream of letting a human agent talk to a thousand customers unchecked — yet that’s exactly what’s happening with bots, across voice, chat and every other channel.Join this webinar with Andrew Siciliano, General Manager (US) of evaluagent, as he covers:
  The blind spot:
  
  Read more

• 2027 Customer Strategy & Planning

  16-09-2026 16:49 via callcentrehelper.com
  
  Date: 27 April 2027Location: Grand Hotel Gosforth Park Newcastle, High Gosforth Park, Newcastle, NE3 5HNRegister NowAnnual Flagship Conference for Industry ProfessionalsOur flagship Conference, this highly rated event is far more than just a conference. Designed specifically to focus on the hot topics within the industry and thought leadership whilst also delivering practical skills with new ways of thinking that will enhance you as a person.
  The post 2027 Customer Strategy & Planning appear
  
  Read more

• 2026 #RaisingStandards

  16-09-2026 16:48 via callcentrehelper.com
  
  Date: 03 November 2026Location: Park Hall Hotel & Spa, Wolverhampton. WV4 5AJRegister NowThe Practitioner-Led Annual ConferenceDesigned specifically for Planning, Insight and Operational Improvement Professionals. Learn first-hand from practitioners and business leaders who are delivering successful change whilst having the opportunity to collaborate with others. Bring new ideas and techniques back that will raise standards within your “Customer Operation”.
  The post 2026 #Raising
  
  Read more

• What to Do With an Agent Who’s Suddenly Lost Their Confidence

  16-09-2026 09:00 via callcentrehelper.com
  
  Confidence can be easily shaken – even within your well-seasoned agents! Whether it’s an unexpected event in their personal life, or a blow in their professional career, you could see any top performer shrink in their role.But all hope is not lost! When leaders respond calmly, thoughtfully, and consistently, confidence can be rebuilt before it becomes a long-term performance issue.So how should contact centre leaders respond when an agent suddenly loses their confidence?We spoke to i
  
  Read more

• Vonage Named Major Provider in Emerging ICX Category

  15-09-2026 17:27 via callcentrehelper.com
  
  Vonage has been named a Major Provider in the newly defined Intelligent Communications Experience category by Aragon Research.The recognition follows a new Aragon Research report examining ICX as an emerging enterprise technology category that brings together Unified Communications and Collaboration (UCC) and Intelligent Contact Centre (ICC) capabilities through an AI-integrated platform.Aragon Research Outlines ICX CategoryThe report highlights the growing use of separate communication tools wi
  
  Read more

• Zoom Named a Leader in IDC Revenue Orchestration Assessment

  15-09-2026 16:41 via callcentrehelper.com
  
  Zoom has been positioned in the Leaders category in the IDC MarketScape: Worldwide Unified Revenue Orchestration Platforms 2026 vendor assessment.The assessment examines how revenue orchestration platforms bring together buyer intelligence, workflow automation, conversation data and forecasting to support sales teams.Zoom Revenue Accelerator (ZRA) is built into Zoom Meetings and Zoom Phone, connecting meeting and call analytics with CRM data. Its capabilities include real-time coaching, deal ris
  
  Read more

• Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

  15-09-2026 15:59 via callcentrehelper.com
  
  Date: 29 September 2026, 10 AM BSTLocation: VirtualRegister NowYou’ve deployed AI. Now what?Most organizations have made significant investments in AI for customer experience but deployment is just the beginning. The teams seeing real results aren’t just launching AI, they’re continuously learning from it.Too many teams are still left asking:
  Is AI actually moving the needle on customer satisfaction?Where are virtual agents winning — and where are they quietly failing?How
  
  Read more

• Connected Experiences Become Focus at The Experience Show Asia

  15-09-2026 12:24 via callcentrehelper.com
  
  Organisations are increasingly looking to connect customer journeys, technology and operational processes as interactions span digital channels, AI-powered services and human support.This was a key theme at The Experience Show Asia, Malaysia 2026, where senior business leaders discussed how organisations are responding to increasingly complex customer journeys.The The Experience Show Asia, Malaysia Intelligence Report 2026 found that 62% of organisations are prioritising automation and workflow
  
  Read more

• Von der Interaktion zur Lösung: KI im Contact Center – Webinar

  15-09-2026 12:16 via callcentrehelper.com
  
  Date: 06 October 2026, 9:00 AM BSTLocation: VirtualRegister NowIhr Contact Center kämpft auf mehreren Fronten. KI kann das ändern.Steigende Kundenerwartungen, knappe Budgets, Sprachbarrieren. Und Agenten, die trotzdem jeden Tag liefern sollen. In diesem kostenlosen Webinar zeigen wir Ihnen, wie Zoom KI direkt in jedem Gespräch arbeitet. Eingebettet, kein Zusatz.Was Sie erwartetSprachbarrieren zwingen Sie, Ihr Team nach Sprachen zu organisieren, nicht nach Stärken. Mehrsprachi
  
  Read more

• Auto QA is Live: Every Call Scored, Every Score Evidenced

  15-09-2026 12:00 via callcentrehelper.com
  
  MaxContact explores what contact centres need to consider beyond simply reviewing every interaction.Auto QA scores 100% of your eligible interactions against your own criteria and links every score back to the exact exchange in the transcript. When a regulator, an ombudsman or the board asks about a specific call, the evidence already exists.Reviewing Every Call Turns Out Not to be the Finish LineA survey took place of 300 UK contact centre managers and directors in August. 285 of them operate u
  
  Read more

• When Customers Can’t Tell It’s AI, QA Can’t Be an Afterthought

  15-09-2026 10:30 via callcentrehelper.com
  
  Daniel Gil at Sabio explores why conversational AI agents need the same quality assurance and governance standards as human agents.Much of the regulation now shaping how we deploy AI in customer service – the multi-language requirements, the mandatory route to a human on request – rests on a quiet assumption: that today’s AI still behaves like the IVRs and bots of the last fifteen or twenty years.In most companies, that assumption is still fair. But it’s ageing, and fast,
  
  Read more

• 10 Sure-Fire Ways to Undermine Compliance

  15-09-2026 09:00 via callcentrehelper.com
  
  Compliance can feel like a necessary evil in contact centres – with endless scripts and checklists being a source of frustration for agents and managers alike.Sadly, many things only make the situation worse! That’s why we’ve spoken to contact centre experts to pull together some of the biggest compliance mistakes out there right now – so you can do your utmost to avoid them!1. Moan About Compliance in Front of Your AgentsOne of the worst mistakes leaders can make is to o
  
  Read more

• Are You Measuring Activity or Success?

  14-09-2026 12:00 via callcentrehelper.com
  
  Elephants Don’t Forget explore how to measure organisational change success by looking beyond activity and adoption metrics to employee expectations and experiences.Your organisational change initiative is underway. The project appears to be on schedule, training has been completed, communications have been sent and workshops are well attended. And most importantly, adoption figures look positive.So, everything is going to plan. However, how confident are you that your change programme is
  
  Read more

• What Are the Key Use Cases of Contact Centre Automation?

  14-09-2026 10:30 via callcentrehelper.com
  
  CallMiner explores contact centre automation, including its key benefits, use cases and best practices for implementation.Contact centre automation uses software and AI to handle or support work across the customer interaction lifecycle.
  That might mean routing a customer to the right place, powering self-service, helping an agent in real time, automating quality management or triggering follow-up work.
  The aim is not simply to remove manual tasks. It is to create better customer outcomes, help
  
  Read more

• Case Study: Liverpool Women’s NHS Foundation Trust Achieved 32% DNA Reduction With Netcall

  14-09-2026 09:30 via callcentrehelper.com
  
  The ChallengeLiverpool Women’s NHS Foundation Trust is one of two dedicated specialist trusts in the UK solely focusing on the health of women, babies and their families.It serves a highly diverse population, with complex needs shaped by language, culture, accessibility and digital confidence.
  The Trust realized that language barriers, low health literacy, sensory impairment, neurodiverse needs and digital exclusion meant that communication itself had become an invisible barrier to care, d
  
  Read more

• The Do’s and Don’ts of Implementing Analytics

  14-09-2026 09:00 via callcentrehelper.com
  
  Analytics can unlock valuable insights into customer behaviour, agent performance, and operational trends, but simply turning it on rarely leads to real improvement.So, what are the do’s and don’ts of implementing analytics in the contact centre? We asked our panel of technology experts for their top tips and advice.Don’t Assume the Project Is Complete Once the Solution Is BuiltLuke CuthbertsonDon’t isolate your operational colleagues. Bring them along on the journey. The
  
  Read more

• How to Build a More Effective Call Centre Dashboard

  11-09-2026 10:30 via callcentrehelper.com
  
  Kenzie Fitzpatrick at Five9 explores how to build a more effective call centre dashboard, from the agent workspace to the key metrics worth tracking.Every interaction a customer has with your contact centre generates data. The problem isn’t collecting it – modern platforms do that automatically. The problem is whether anyone can see it clearly enough and fast enough to do something about it.
  That starts with the agent workspace: the digital environment where agents access every tool,
  
  Read more

• The Biggest QA Gap in Contact Centres Isn’t Voice

  11-09-2026 08:30 via callcentrehelper.com
  
  Many contact centres have expanded into email, chat, messaging, social media, and AI-powered channels, but quality assurance has not always evolved at the same pace.For many, voice still receives the majority of QA attention, while digital channels and chatbots receive far less scrutiny, creating inconsistent standards, hidden risks, and an incomplete view of customer experience.To find out more, we asked Chris Mounce, Product Training & Enablement Specialist at evaluagent, about how co
  
  Read more

• Who Holds the Strings on Delivering CX Outcomes?

  10-09-2026 12:00 via callcentrehelper.com
  
  Claire Butcher at Sabio explores how organisations can align AI accountability, influence and commercial models to deliver measurable CX outcomes.According to Google Cloud’s ROI of AI 2025 report, 88% of agentic AI early adopters report ROI from at least one GenAI use case, compared with 74% across all organisations.
  At the same time, research from Deloitte and McKinsey suggests many organisations still struggle to convert experimentation into enterprise-scale value.When AI was experimenta
  
  Read more

• From Agent QA to Customer Intelligence

  10-09-2026 10:30 via callcentrehelper.com
  
  This blog summarises the key points from a recent article by Derek Corcoran at Scorebuddy, exploring how contact centres are shifting from traditional QA towards broader CX intelligence, and the challenges involved.Most quality programmes were built around one fundamental question: Did the agent handle that conversation properly?It’s a simplified view of QA, but for years, this was the main question contact centres needed help answering.Today, that focus is starting to broaden.The conversa
  
  Read more

• 54% Discover Compliance Breach Outside Routine QA Reviews

  09-09-2026 15:31 via callcentrehelper.com
  
  More than eight in ten FCA-regulated businesses believe they could provide evidence of fair customer treatment if reviewed by a regulator, according to new research commissioned by MaxContact.However, the research found that 54% of UK contact centre managers and directors have discovered a compliance breach outside their routine quality assurance reviews, highlighting a potential gap between confidence in existing processes and the evidence available across customer interactions.The survey found
  
  Read more

• 8×8 Finds 52% Blame CIOs for AI Errors

  09-09-2026 13:16 via callcentrehelper.com
  
  More than half (52%) of technology leaders say CIOs are held accountable when an AI agent makes an error, according to new research commissioned by 8×8.The survey, conducted by Censuswide in July 2026, questioned 2,501 CIOs and CTOs across the UK, US, France, Australia and the Republic of Ireland about the challenges surrounding AI adoption.CIOs were held accountable more often than other functions, with 16% pointing to customer service leadership and 6% to legal or compliance teams.Samuel
  
  Read more

Follow @CallCentre_UK_ on Twitter!