Call Centre news

• 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
  
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• 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
  
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• 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
  
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• 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
  
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• 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
  
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• 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
  
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• 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,
  
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• 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
  
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• 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
  
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• 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
  
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• 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
  
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• 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,
  
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• 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
  
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• 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
  
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• 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
  
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• 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
  
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• 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
  
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• How Travel and Hospitality Brands Handle Seasonal Staffing Spikes

  09-09-2026 10:30 via callcentrehelper.com
  
  Vanya Hoffman at UJET explores how travel and hospitality brands can build more flexible contact centres to handle seasonal demand and disruption.The six-question test for the best contact centre platform for travel and hospitality CXTravel and hospitality brands handle seasonal contact centre spikes by making capacity elastic instead of fixed.
  The best contact centre platform for this vertical absorbs routine surge with AI Virtual Agents, scales cloud capacity and seat counts with the season, b
  
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• What Should You Do When You Think a Customer Is Lying?

  09-09-2026 09:00 via callcentrehelper.com
  
  Few situations test an agent’s skill quite like the moment they suspect a customer isn’t telling the truth. It can feel uncomfortable, frustrating, and at times even personal. After all, contact centre professionals are trained to help – not to interrogate.Yet this scenario happens more often than many would like to admit. Whether it’s a questionable refund request, an inconsistent story, or a pattern of repeated complaints, agents are regularly faced with situations wher
  
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• From Getting It Right First Time to Right Every Time

  08-09-2026 12:00 via callcentrehelper.com
  
  Richard Farrell at Netcall explores how organisations can reduce process variation and keep operations aligned with how work actually happens.The gap between design and reality“Getting it right first time” has long been treated as the goal of operational excellence. It assumes stability, predictability and control.But most organisations don’t operate in that world.Work is shaped by exceptions, local adaptation and constant change. The result is a widening gap between designed p
  
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• Retailers Cut Seasonal Hiring 15 Years’ Worth. Here’s What the Floor Paid For It.

  08-09-2026 10:30 via callcentrehelper.com
  
  Michelle Kelly at 8×8 explores how retailers can better connect store teams, contact centres and customers to manage peak-season demands with leaner teams.Picture the scene: it’s the second week of December. A store manager is trying to do three things at once: answer a phone that’s been ringing for a minute and a half, direct a customer to the return line, and figure out why the promo sign at the end of aisle four still says last week’s price.
  There’s no one free t
  
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• What It Takes to Be a More Empathetic Leader

  08-09-2026 09:00 via callcentrehelper.com
  
  Leadership is often talked about in terms of strategy, KPIs, or innovation – but at the heart of great leadership is empathy, helping the very best leaders navigate complex situations with ease, whilst maintaining the trust and support of their teams.And whilst this doesn’t come naturally to everyone, there are plenty of ways to cultivate this style of leadership.
  That’s why we spoke to CX leadership experts for their best ideas on how to become a more empathetic leader –
  
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• 51% of Contact Centre Leaders Struggle With Development

  07-09-2026 13:40 via callcentrehelper.com
  
  A new poll from Elephants Don’t Forget finds 51% of contact centre leaders struggle with continuous people development.In a webinar attended by 150 contact centre leaders, 51% identified continuous people development as their biggest challenge, compared with 33% who selected measuring customer outcomes alongside efficiency and 3% who chose enabling AI to handle routine work.The findings come as contact centres continue to invest in training, quality assurance, coaching and AI, while facing
  
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• Future-Ready Planning: Trends and Skills for Modern Planners – Webinar

  07-09-2026 13:32 via callcentrehelper.com
  
  Date: 10 November 2026 | 14:00 BSTLocation: VirtualRegister NowWebinar Series: Smooth Planning: In Conversation with Ben HeslopThree sessions. 20 years of real-world experience. Ben Heslop, Director of Resource Planning at ResQ and author of Smooth Planning: The Survival Guide for Workforce Planners, shares practical insights from his experience in workforce planning.Future-Ready Planning: Trends and Skills for PlannersThis final session covers the trends that will shape planning in 2027.
  Ben He
  
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• Planning for Outsourcers: BPO WFM Best Practices – Webinar

  07-09-2026 13:30 via callcentrehelper.com
  
  Date: 15 October 2026 | 14:00 BSTLocation: VirtualRegister NowWebinar Series: Smooth Planning: In Conversation with Ben HeslopThree sessions. 20 years of real-world experience. Ben Heslop, Director of Resource Planning at ResQ and author of Smooth Planning: The Survival Guide for Workforce Planners, shares practical insights from his experience in workforce planning.Planning for Outsourcers: BPO WFM Best PracticesManaging WFM across multiple client contracts is not the same problem as managing f
  
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• 5 Signs Your Change Initiative Might Be Losing Momentum

  07-09-2026 12:00 via callcentrehelper.com
  
  Elephants Don’t Forget explores the common reasons change initiatives fail and how leaders can better support employees through change.There’s a well-known statistic from McKinsey that 70% of organisational change initiatives fail to achieve their goals.
  These odds can be quite sobering. But change rarely fails because the strategy itself is flawed. More often, it fails because organisations are focusing on implementing the change rather than helping people adopt it.The good news? Ma
  
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• 3 Ways to Get Buy-In for Ditching Spreadsheets

  07-09-2026 09:00 via callcentrehelper.com
  
  Despite the rise of WFM systems, spreadsheets remain deeply embedded in resource planning teams. They are familiar, flexible, and widely trusted – even when they are stretched far beyond their original design.This is creating friction for many leaders trying to modernize their resource planning function and make it more efficient – particularly as the conversation is no longer simply about whether spreadsheets can be replaced but about how to get Resource Planning teams to accept the
  
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• AnywhereNow and Meridian IT Join Forces on CX

  04-09-2026 16:15 via callcentrehelper.com
  
  AnywhereNow has announced a partnership with Meridian IT Inc.
  The partnership brings AnywhereNow’s Dialogue Cloud Neo, a Microsoft Teams-native customer experience platform, together with Meridian IT’s implementation and managed services expertise.
  The companies aim to help organisations integrate customer engagement, workflow automation and AI capabilities into Microsoft Teams.“Dialogue Cloud Neo, combined with our managed services expertise, helps organizations simplify compl
  
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• Why Secure Communications Are Becoming Critical for Semiconductor Manufacturers

  04-09-2026 10:30 via callcentrehelper.com
  
  Chris Puxty at Enghouse explores how semiconductor manufacturers can protect sensitive information while maintaining secure and reliable contact centre communications.The importance of protecting privacy in a competitive, complex marketAI is driving strong growth in the semiconductor and discrete electronics manufacturing sector, creating higher demand for chips.
  As competition grows, manufacturers need to protect sensitive information and keep production running. To do this, their internal help
  
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• 4 Ways to Improve Omnichannel QA

  04-09-2026 08:30 via callcentrehelper.com
  
  Customers now move between voice, email, chat, messaging, and social media with ease, but while each channel requires a different approach, customers still expect the same high standard of service wherever they interact with an organization.To find out more, we asked Jonathan Kenu Escobedo, Customer Success Manager at MiaRec, to explain how effective omnichannel QA is about finding the balance between consistency and flexibility, creating shared expectations while recognizing that great cus
  
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