Call Centre news

• Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

  12-10-2026 17:08 via callcentrehelper.com
  
  Date: 26th November 2026 | 14:00 GMT | 9:00 ESTLocation: VirtualRegister Now!According to Gartner, 91% of customer service leaders are under pressure to implement AI. Yet, bridge-building between ambition and reality remains difficult.So, what’s happening behind the scenes here? Often, the blocker isn’t the technology itself. Rather, it’s the shift in ways of working, team roles, and organizational readiness – as many find themselves unsure where to start, what to priorit
  
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• PCI Pal Launches New Brand Identity

  13-10-2026 18:39 via callcentrehelper.com
  
  PCI Pal has launched a new brand identity and global marketing campaign.The new identity includes updated messaging, a modern visual design and a new website highlighting PCI Pal’s platform, partner ecosystem and focus on secure customer experiences.PCI Pal says it currently secures more than half a billion interactions each year across more than 750 customers worldwide.
  As customer interactions become increasingly digital and AI-powered, the company is positioning its platform around main
  
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• Kensington Mortgages Completes Amazon Connect Migration With Sabio

  13-10-2026 18:37 via callcentrehelper.com
  
  Kensington Mortgages has completed the migration of its Servicing operation to Amazon Connect, marking the second phase of its contact centre transformation delivered by Sabio Group.The migration moves Kensington from an on-premises telephony platform to a cloud-native solution, bringing the total number of contact centre users on Amazon Connect to more than 400.
  It follows the earlier migration of the Originations operation, which Kensington described as “the smoothest go live they have e
  
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• Route 101 to Modernize Lewisham Council’s Contact Centre

  13-10-2026 17:00 via callcentrehelper.com
  
  Lewisham Council is giving its contact centre an AI-powered upgrade, partnering with Route 101 to modernize how residents access local services.The project will see the Council replace its existing contact centre technology with a cloud-based platform built on NiCE CXone, supported by Gamma connectivity.The new system is intended to help the Council manage demand, simplify customer journeys and improve operational efficiency while supporting its wider digital transformation plans.Conversational
  
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• Five Ways to Expand AI Across Your Contact Centre

  13-10-2026 12:00 via callcentrehelper.com
  
  Steve Nattress at Enghouse explores five AI automation applications for contact centres, including their benefits and best practices for successful implementation.Deploying proven approaches to benefit customers, agents, and the wider businessOften organisations start their contact centre AI automation journey with customer-facing online chatbots.
  However, chatbots are just one use case for AI in contact centre operations and only the tip of the iceberg when it comes to the technology’s po
  
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• How to Manage a Successful AutoQA Migration

  13-10-2026 10:30 via callcentrehelper.com
  
  evaluagent explores the four key steps to preparing data, mapping agents, adapting scorecards and testing AutoQA before migration.Picture the scene: messy data lands in a shiny new platform, scorecards get copied across as-is, and then someone flips the switch and wonders why the scores look wrong.In the final session of the AutoQA Summer Series, evaluagent’s Product Enablement Manager Chris Mounce walked through the four things that distinguish a smooth migration from a painful one.All of
  
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• Can You Afford to Ignore Shadow Knowledge?

  13-10-2026 09:00 via callcentrehelper.com
  
  Tribal knowledge. Team lore. Shadow knowledge. Whatever you call it, it is the undocumented expertise hidden within teams.It has been happening for years, but the growing focus on AI and agent-assist tools in the contact centre is now surfacing it as a critical root-level issue – as Adam Boelke and Martin Hobratschk explore.
  AI Is Only as Useful as the Knowledge It Can Access, Organize, and ApplyFor a long time, tribal knowledge has been quietly but significantly affecting productivity, co
  
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• What Is Average Handle Time (AHT) and How to Improve It

  12-10-2026 10:30 via callcentrehelper.com
  
  What’s really driving up your Average Handle Time? Richard Higginbotham from Netcall looks at where contact centres can improve efficiency, without sacrificing customer experience.Average handle time is one of the most widely used measures of contact centre performance. It tells you how long, on average, it takes a team member to handle a customer interaction from beginning to end.But shorter isn’t automatically better.Reducing AHT by rushing interactions can create repeat contacts,
  
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• 13 CXA Mistakes Every Contact Centre Leader Should Avoid

  12-10-2026 09:00 via callcentrehelper.com
  
  Customer experience automation (CXA) can help contact centre leaders deliver faster, more consistent, and more personalized customer journeys. But automation can just as easily create new problems if it is introduced without considering the end-to-end customer journey.So, what should you avoid when automating customer experience? We asked our panel of technology experts for the costliest mistakes out there right now.1. Treating All Customers and Enquiries in the Exact Same WayMartin TaylorSome e
  
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• 12 CXA Mistakes Every Contact Centre Leader Should Avoid

  12-10-2026 09:00 via callcentrehelper.com
  
  Customer experience automation (CXA) can help contact centre leaders deliver faster, more consistent, and more personalized customer journeys. But automation can just as easily create new problems if it is introduced without considering the end-to-end customer journey.So, what should you avoid when automating customer experience? We asked our panel of technology experts for the costliest mistakes out there right now.1. Treating All Customers and Enquiries in the Exact Same WayMartin TaylorSome e
  
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• Let Sales Win – What’s Really Happening On Your Floor – Webinar

  09-10-2026 10:25 via callcentrehelper.com
  
  Date: 22 October 2026 | 1:00 PM BSTLocation: VirtualRegister Now3.08 days – mean time from a call to agent feedback.The average contact centre takes 3.08 days to get feedback back to an agent after a call. By the time it lands, that agent has already had another day or two of calls to repeat whatever needed fixing. That gap is costing you deals, not just compliance evidence.Most regulated contact centres have already solved coverage – close to half now review every single call automa
  
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• Build Your First AI Agent with Cognigy

  09-10-2026 10:01 via callcentrehelper.com
  
  Date: 24 November 2026 | 10:00 amLocation: NiCE Systems, 11th floor, 88 Wood St, Barbican, London, EC2V 7QRRegister NowFrom Prompt to ProductionAI agents are changing how organisations deliver customer and employee experiences, but most teams struggle to move beyond the hype. In this hands-on Route 101 training workshop, you’ll learn how to build, configure and optimise a working AI agent using Cognigy.
  Designed for business and technical teams alike, this practical session provides the sk
  
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• Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

  08-10-2026 15:00 via callcentrehelper.com
  
  Click here for this webinar recordingDo you want to make improvements to your Quality Assurance (QA), but don’t even know where to begin? You are not alone! The barriers can feel endless – from lack of time, tight budgets, limiting tools, and manual processes, to inconsistent levels of agent buy-in and even resistance from stakeholders. That’s why we’ll be putting the spotlight on these challenges in our upcoming webinar – taking an honest look at what the bigg
  
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• Are You Doing Enough to Help New Starters Settle In?

  07-10-2026 09:00 via callcentrehelper.com
  
  The early weeks of any job can make or break the new starter experience. Especially as even the littlest things have the power to make your recruits feel either very welcome – or like they’ve made a massive mistake – during such a short, emotionally charged period.For leaders, this is a critical time to pull out all the stops and do whatever it takes to help new starters settle in for the long haul. So, what makes the biggest difference? We spoke to the team at TTEC to find out
  
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• PCI Pal

  06-10-2026 09:00 via callcentrehelper.com
  
  PCI Pal is the trusted transaction layer powering secure human and AI-driven payments and experiences across business communications worldwide. Its cloud-native, platform-agnostic solutions enable organisations to take payments and protect sensitive data securely, support compliance, and reduce the risks associated with data loss across voice and digital conversations.
  Delivered through a scalable global cloud platform and a market-leading partner ecosystem, PCI Pal’s solutions are integra
  
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• How to Communicate Your QA Framework Clearly

  06-10-2026 09:00 via callcentrehelper.com
  
  Despite good design, many QA frameworks fail at the point that matters most – communication! And this can undo even the best of intentions!
  After all, when agents do not fully understand the QA framework and how it is applied to their day-to-day work, it simply won’t get the results you were hoping for.To stop this from happening in your contact centre, we spoke to our quality experts for their tried and tested tips on how to make sure that your QA frameworks are clearly communicated
  
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• SmartCX

  05-10-2026 13:12 via callcentrehelper.com
  
  SmartCX is the voice of customer platform that helps CX teams turn feedback data into CX intelligence the whole business can act on.Our platform collects and unifies all your unstructured feedback (surveys, reviews, support tickets, social) into a single voice of the customer. It enriches every response with context (customer ID, channel, location), classifies it into topics and scores its sentiment.Then makes it available for analysis, measurement, and workflows in our web app or your existing
  
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• Users Want Answers, Not Search Results

  05-10-2026 12:00 via callcentrehelper.com
  
  We’ve all experienced the frustration of a website search that just doesn’t understand what we’re looking for. Sarah Backhouse at Netcall explores why it’s time for a smarter approach.Website search is part of the digital furniture for most organisations. It’s there, it works (most of the time). It’s rarely seen as a priority for improvement, because it rarely attracts attention.But as digital services expand and customer expectations continue to rise, traditi
  
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• AI Call Scoring in Contact Centres: What Your QA Team Does Next

  05-10-2026 10:30 via callcentrehelper.com
  
  evaluagent explores how AutoQA is changing the role of QA teams, from reviewing high-risk conversations to overseeing AI and analysing customer journeys.There’s an understandable question doing the rounds in contact centers: if the machine scores every conversation, what does my QA team spend its time doing?The role is changing. Fast. The teams that lean into that change are finding they can do things that were never possible when evaluators were buried in spreadsheets scoring three calls
  
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• 2026 Research: What Contact Centres Are Doing Right Now

  05-10-2026 10:00 via callcentrehelper.com
  
  The results are in and it’s no surprise that AI continues to dominate the contact centre conversation in 2026. Throughout the year, industry leaders have been diving into the innovative technology on offer – all while contending with the gap between what’s possible and what’s actually being implemented.With next-generation chatbots, AI voice assistants, AI-enhanced analytics, and so much more in the mix, it’s definitely an exciting time to be shaping the future of c
  
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• Switch From Live Chat to Chatbots – Without Losing Customers

  05-10-2026 09:00 via callcentrehelper.com
  
  Many contact centres are increasing chatbot adoption to help scale support, but a poorly managed transition can affect trust and loyalty – and ultimately compromise the customer experience.So how do you switch from live chat to chatbots without losing customers? We asked our panel of technology experts to find out.Don’t Treat Chatbots as Deflection WallsMatthew ClareThe fastest way to erode loyalty is hiding human support behind endless, circular bot loops or rigid decision trees bui
  
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• Five9 EMEA AI Day

  04-10-2026 15:36 via callcentrehelper.com
  
  Date: Thursday 8th October 2026 | 15:00 BST | 16:00 CESTLocation: VirtualRegister Now!One day. Five sessions. Practical AI you can put to work the day after.Most AI in CX stalls in pilot.This is the day it doesn’t.Where AI pays off — and how to scale it safely – Fresh Metrigy and Opus Research data on what’s working in CX — and what’s still hype.AI you can see, not just hear about – See agentic voice AI take a customer from question to done — answe
  
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• The Contact Centre Is No Longer Buying Contact Centre Technology

  02-10-2026 15:03 via callcentrehelper.com
  
  Asia Pacific is where this shift is showing up first. New research across the region points to a structural change in how enterprise organizations buy customer experience technology – one with implications well beyond APAC’s borders.For more than a decade, enterprise organizations approached contact centre technology in much the same way.Requirements were gathered, vendors were shortlisted, features were compared and procurement teams negotiated commercial terms. The decision largely
  
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• CX Live’s The Experience Show Middle East 2026 Highlights

  02-10-2026 15:00 via callcentrehelper.com
  
  Customer experience transformation across the Middle East is entering a new phase, with organisations increasingly looking beyond individual AI tools and towards reshaping the technology infrastructure that underpins customer journeys, contact operations and service delivery.This shift was highlighted at the ninth annual edition of The Experience Show Middle East 2026, held on 30 September-1 October at the JW Marriott Hotel Dubai Marina, where findings from the The Experience Show Middle East In
  
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• Netcall Adds New AI Capabilities to Liberty Spark

  02-10-2026 14:56 via callcentrehelper.com
  
  Netcall has announced three new AI-powered capabilities for Liberty Spark, its business process improvement solution.
  The updates are designed to help organisations capture business knowledge, search documented processes and turn approved requirements into applications.As organisations adopt AI, understanding existing business processes remains an important step before introducing automation or AI tools.
  This can involve gathering information from business users, documenting processes and findin
  
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• How Often Should You Review AI QA Scores?

  02-10-2026 10:30 via callcentrehelper.com
  
  This blog summarises the key points from a recent article by Derek Corcoran at Scorebuddy explores how to build effective human oversight into AI QA scoring, including when scores should be reviewed and how to manage the process.Human Oversight Has Not Kept Pace With AI ScoringEach quarter, a survey of contact centre professionals, ran by ScorebuddyCX, takes place through a QA & CX Intelligence Pulse Report to understand how teams are using different approaches in practice.
  The latest report
  
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• Agentic AI for Contact Centres: Use cases, Benefits, Risks and Implementation

  01-10-2026 12:00 via callcentrehelper.com
  
  CallMiner covers what agentic AI is, how it works, where it fits in contact center operations, its benefits and risks and how organizations can get ready to adopt it responsibly.Agentic AI enables contact centre systems to pursue goals, make decisions and complete multi-step tasks across tools such as CRM, knoledge, billing and scheduling platforms, with defined human oversight.
  It is the next step beyond AI used primarily for transcription, analytics, self-service, summarization, quality manage
  
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• What’s the Next Step in Your AI Journey?

  01-10-2026 10:30 via callcentrehelper.com
  
  Given the range of AI use cases in the contact centre, choosing those that will provide the most value can be difficult.
  Some may deliver limited impact or even lead to higher costs in other areas. All of this means that contact centres need to take a measured approach to their AI journey, starting by assessing their own AI maturity and then prioritising use cases based on customer and business metrics.Taking a Planned Approach to Maximise BenefitsAI is not a single application or use case. As a
  
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• 10 Top Ideas We Heard From Oxfordshire County Council

  30-09-2026 09:00 via callcentrehelper.com
  
  We recently visited Oxfordshire County Council to find out what happens behind the scenes in their contact centre – and what it really took for Tom Parsons, Richard Merritt, Clare Martin, and the team to win a Zoom CX Excellence Award 2025 for transforming citizen services.From using WhatsApp and SMS to make life easier for customers, to rethinking quality assurance and recruitment, here are 10 great ideas we heard during our visit.
  1. Be Smarter About Using WhatsApp and SMS to Avoid &ldqu
  
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• How To Manage Your AI Agent Like A Human

  29-09-2026 12:00 via callcentrehelper.com
  
  What if we gave virtual agents the same trust and context we give our best people? Daniel Gil at Sabio explores how this shift could unlock a new level of customer service.For the last few years we’ve talked about AI agents as autonomous entities that use tools and even talk to other agents.And in the contact centre, most of us have kept them on a much shorter leash — as scripted, customer-facing chatbots.
  But it’s worth asking why, because the way we already train and manage p
  
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