Call Centre news

• What Good Contact Centre Performance Looks Like… and Why Most Fall Short

  03-09-2026 10:30 via callcentrehelper.com
  
  MaxContact explores the key contact centre KPIs, current benchmarks and the performance gaps businesses need to address.Tracking KPIs quarter-on-quarter tells you whether you’re improving. It doesn’t tell you whether the number you’re improving towards is actually good. And it doesn’t tell you whether your measurement is giving you an accurate picture of your operation in the first place.That last point is where the real performance gap comes from.Two thirds of UK contact
  
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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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• Webinar: 10 New Tactics to Boost Your C-SAT

  03-09-2026 18:30 via callcentrehelper.com
  
  Click here for this webinar recordingC-SAT is one of the most popular contact centre metrics out there! And for good reason – with high scores indicating a successful operation that is consistently meeting customer needs. But show-stopping scores are hard to come by and even more so as customer expectations continue to evolve.So, what does good really look like in 2026? In this webinar, we’ll be exploring the newest methods in play by industry leading contact centres. We’ll als
  
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• Building the Future CX Team: Why Intention Beats Efficiency

  03-09-2026 12:00 via callcentrehelper.com
  
  Puzzel explores how CX leaders can build teams and experiences that balance AI, human support and customer needs.On the latest episode of Puzzel Talks, host Frieza Brooks sat down with CX consultant, author and founder of Cultivate Customer Experience by Design, Katie Stabler, to unpack what it really takes to build a customer experience team fit for the age of AI.As agentic AI takes on more of the routine, frontline teams are left holding the conversations that are harder to handle: the complex
  
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• Youfone Selects Puzzel for AI-Powered Customer Service

  03-09-2026 09:45 via callcentrehelper.com
  
  Dutch telecommunications provider Youfone is migrating to Puzzel’s AI-powered CX platform.This marks part of efforts to further develop its customer service operations and support agents in their daily work.The implementation, which will be delivered by Puzzel partner Sound of Data, will bring together telephony, case management, AI support, knowledge integration and virtual agents within a single customer service environment.Commenting on the announcement, Jos van Loo, CEO at Sound of Dat
  
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• Ashley Kramer Joins ElevenLabs as Chief Revenue Officer

  03-09-2026 09:45 via callcentrehelper.com
  
  ElevenLabs has appointed Ashley Kramer as its new Chief Revenue Officer, bringing two decades of experience across high-growth technology companies.Kramer most recently led enterprise sales at OpenAI, where she worked during a period of growth in enterprise revenue and adoption among Fortune 100 companies.
  At ElevenLabs, Kramer will lead the company’s global revenue function, oversee its partnership ecosystem and work with customers and partners on the development of AI-powered interaction
  
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• Case Study: ACCC Lower Attrition by 29% With MiaRec

  03-09-2026 09:30 via callcentrehelper.com
  
  American Consumer Credit Counseling (ACCC) is a nonprofit credit counseling agency that has helped more than two million consumers improve their financial well-being since 1991.ChallengesPrior to implementing MiaRec, ACCC’s quality assurance program relied primarily on manual reviews of a limited sample of recorded client calls.While this approach effectively supported regulatory compliance and procedural consistency, it provided only a limited view of overall client interactions.
  Without
  
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• CX Connect Europe

  02-09-2026 12:37 via callcentrehelper.com
  
  Date: 15th -16th Sept 2026Location: Mercedes-Benz World, Weybridge, UKRegister Now!Customer expectations keep climbing. Service costs keep rising. And the market is loud with AI promises but quiet on production proof. CX Connect Europe is designed to help you move forward with confidence. Two days with the leaders, practitioners and innovators turning AI ambition into results you can measure.
  See what’s shipping in production, learn from peers already scaling AI and automation, a
  
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• 15 CX Best Practices From Transport for Greater Manchester

  02-09-2026 09:00 via callcentrehelper.com
  
  We recently visited Transport for Greater Manchester’s Customer Care team at their Head Office in the UK to find out how Lucie Child – Customer Director – and her team have taken a creative approach to changing up their QA programme, championed positive attrition, built stronger inter-departmental relationships, and more!1. Introduce Peer-Led Feedback to Change Up Your QA ProcessIf you want to change up your QA process, why not introduce some peer-led QA sessions? The idea is t
  
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• Five9 Named Leader in IDC MarketScape Agentic CCaaS Assessment

  01-09-2026 17:19 via callcentrehelper.com
  
  Five9 has been named a Leader in the IDC MarketScape: Worldwide Agentic Contact Centre-as-a-Service (CCaaS) Platforms 2026 Vendor Assessment.The assessment evaluated CCaaS providers across areas including omnichannel routing and interaction management, API integration, orchestration, knowledge management, workforce engagement, quality oversight, analytics and reporting.
  The evaluation considered each vendor’s vision, product capabilities and support, alongside customer feedback.According t
  
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• Santander UK Extends Netcall Partnership by Three Years

  01-09-2026 16:08 via callcentrehelper.com
  
  Santander UK has extended its partnership with Netcall for a further three years, continuing its use of the Liberty platform across its mortgage operations.The partnership builds on a long-standing relationship between the two organizations, with Santander UK using Liberty to develop and improve customer service journeys and support operational processes.The low-code platform has been used to make changes to customer service processes, with its flexibility allowing Santander UK to make ongoing a
  
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• 8×8 Reports 450% Surge in AI Studio Use

  01-09-2026 16:07 via callcentrehelper.com
  
  8×8 has reported a 450% increase in customer interactions powered by its AI Studio since April 2026, alongside wider adoption of AI agents across more than a dozen industries.The company says organizations are using AI Studio to build and deploy agents for customer service and internal support, with examples including call routing, quality scoring, reception coverage and IT triage.PrepayPower, LSH Auto and PrimeSource are among the organizations using the platform. PrepayPower has expanded
  
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• WFM Capacity Planning: 7 Big Mistakes to Avoid

  01-09-2026 12:00 via callcentrehelper.com
  
  Chris Dealy at Peopleware explores the common mistakes to avoid when planning long-term workforce capacity.As workforce management (WFM) guru Irina Hollatz succinctly puts it, “WFM capacity planning is still the least understood and mastered part of the whole WFM cycle. Ironically, it is also the most strategic one”. What makes it so strategic?
  To put it bluntly, even if your organization is world-class at workload forecasting and staff scheduling, if you simply have the wrong number
  
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• How to Design Escalation Pathways That Really Work

  01-09-2026 09:00 via callcentrehelper.com
  
  Escalations are often viewed as a failure point in the customer journey. However, the need for escalation itself is rarely the problem. Rather, poorly designed escalation is, resulting in the painfully familiar “pass the parcel” experience.So how do you design escalation pathways that really work? We asked our contact centre experts to find out what it takes to deliver all-round better outcomes for agents and customers alike.Stop Treating Escalations as a Taboo TopicThe first step is
  
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• Types of AI in the Contact Centre (And How They’re Used)

  31-08-2026 12:00 via callcentrehelper.com
  
  Alexa Schmitt Bugler at Capacity explores the different types of AI used in contact centres, how they are applied, and which solutions are best suited to different use cases.Types of AI in the contact centre include machine learning, artificial neural networks, natural language processing, generative AI and large language models, and agentic AI.
  All these different types of AI work together in the contact centre context to handle customer interactions, support and work alongside agents and ultim
  
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• How to Evaluate CCaaS Platforms More Effectively

  31-08-2026 10:30 via callcentrehelper.com
  
  Zoom explores how contact centre leaders can use peer feedback and Gartner’s 2026 Voice of the Customer report to evaluate CCaaS platforms more effectively.When you’re evaluating a CCaaS platform, analyst opinions are useful, we think they don’t tell you what it’s actually like to deploy one.
  The 2026 Gartner Peer Insights Voice of the Customer for CCaaS gives you something different: aggregated ratings from enterprise buyers who have already made that call. Knowing how t
  
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• Are You Ready for AI Customers?

  31-08-2026 09:00 via callcentrehelper.com
  
  The idea of AI customers (also referred to as machine customers) can sound like something lifted from a science fiction novel, when – in reality – they are already part of everyday life.To find out more, we spoke to Matt Lyles about everything from how advanced machine customers are right now, and what role human service might play as machines become ever-more sophisticated, right through to how you can make sure your operation doesn’t get left behind.The Term “Machine Cu
  
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• Planning Pitfalls: How to Avoid the Worst WFM Mistakes – Webinar

  28-08-2026 17:34 via callcentrehelper.com
  
  Date: 15th Sept 2026 | 14:00 BSTLocation: VirtualRegister Now!Workforce plans break down when absences spike, or demand and SLAs shift without warning. That’s expected in WFM. What matters is what you do next.Peopleware’s latest three-part webinar series, led by Ben Heslop, Director of Resource Planning at ResQ and author of Smooth Planning: The Survival Guide for Workforce Planners, explores how to adapt when plans change.Join the series as Ben shares practical, real-world advice dr
  
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• Under Scrutiny: AI, Human Judgement and the Future of Complaint Resolution – Webinar

  28-08-2026 13:38 via callcentrehelper.com
  
  Date: 16th September 2026 | 2pm BSTLocation: VirtualRegister Now!Across the UK, complaint handling is under greater scrutiny. From the FCA, Ofgem and Ofcom to the Housing Ombudsman and new data protection requirements under the Data (Use and Access) Act, organisations face similar expectations: make complaints accessible, investigate them fairly, resolve issues promptly and show how decisions were reached.In many sectors, customers must first give the organisation a chance to put things right be
  
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• AI vs. Human: What UK Consumers Really Want

  28-08-2026 12:00 via callcentrehelper.com
  
  MaxContact explores where consumers want AI, where they still prefer human support, and what this means for contact centres.A major UK utility provider announced this week that it’s cutting 1,300 jobs, leaning harder into AI and digital service.
  It won’t be the last business to make this call, and it’s not the first either. Across most industries right now, there’s a version of the same bet being placed: that customers are ready to swap people for bots.Our sales team has
  
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