Call Centre news

• Zoom Cares Announces $2.75m AI Grant Funding

  22-09-2026 17:45 via callcentrehelper.com
  
  Zoom Cares expands AI for Good programme with $2.75m in new grants.A year after announcing its $10 million AI for Good commitment, Zoom Cares has shared early results from its first grants and announced a further $2.75 million in funding for seven organisations.The programme aims to support access to AI education, workforce development, and responsible AI adoption among nonprofits.The first two AI for Good grants provided $1 million each to CodeAI and data.org.CodeAI used its funding to expand i
  
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• Evaluagent Earns 44 G2 Badges in Fall 2026 Report

  22-09-2026 14:15 via callcentrehelper.com
  
  Evaluagent has received 44 badges across Contact Center Quality Assurance, Conversation Intelligence and Speech Analytics in G2’s Fall 2026 report.evaluagent ranked first in four G2 reports covering Contact Center Quality Assurance:
  Europe Regional Grid® ReportEMEA Regional Grid® ReportMid-Market Europe Regional Grid® ReportEnterprise EMEA Regional Grid® Report
  The company also ranked second in the Enterprise Europe and Mid-Market EMEA grids, and third in the Small-Business
  
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• CallMiner Named Strong Performer in Forrester Wave

  22-09-2026 14:15 via callcentrehelper.com
  
  CallMiner has been named a Strong Performer in The Forrester Wave: Customer Feedback Management And Analytics Solutions, Q3 2026.The company received the highest possible scores across eight criteria: Vision, AI, Topic Modeling, Natural Language Understanding, Conversation Intelligence for CX, Analytics, Specialization, and Data Masking.The report states: “CallMiner’s AI-native vision is one of the most forward-looking in the market, combining conversational intelligence, real-time a
  
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• Are Contact Centres Creating Their Own Vulnerable Customer Failures?

  22-09-2026 12:00 via callcentrehelper.com
  
  Marianne Withers at Scorebuddy explores how contact centres can unintentionally cause vulnerable customer failures and what may be contributing to them.The Message Behind an Individual AHT TargetAverage Handle Time (AHT) is often treated as a straightforward measure of agent efficiency. An interaction takes a certain amount of time, and lower handling times can therefore appear to indicate better performance.The problem comes when that number becomes the main instruction given to an individual a
  
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• AI Minutes, Tokens, or Outcomes? Rethink What You’re Actually Paying For

  22-09-2026 10:30 via callcentrehelper.com
  
  Daniel Gil at Sabio explores why outcome-based pricing could change how businesses buy AI for the contact centre.Of all the places enterprises are pouring money into AI, the contact centre is where the return shows up fastest and clearest.
  That makes it the ideal place to ask a slightly uncomfortable question: when you buy AI for customer service, what exactly are you paying for – activity, or results?
  We can start by looking at why the contact centre is such fertile ground. It’s exp
  
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• How Can Resource Planners Help Reduce Frontline Stress?

  22-09-2026 09:00 via callcentrehelper.com
  
  For better or for worse, the actions of Resource Planning teams can have a big influence over whether agents have a good or bad day at work.That’s why we asked the experts about the vital role they play in actively helping reduce agent stress levels and their best examples of where even small tweaks can help to take some of the pressure off frontline agents – without compromising service levels.Monitoring Schedule Adherence With Support and EmpathyBeyond planning, day-to-day interact
  
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• 10 Practical Use Cases for AI in Customer Experience

  21-09-2026 12:00 via callcentrehelper.com
  
  CallMiner looks at ten practical ways AI is being used in CX, where it can help, where it can go wrong and how conversation intelligence supports the work behind it.AI is already changing the day-to-day work of customer experience teams. It can help organizations understand what customers are saying, automate routine interactions, support agents in the moment and spot problems across the customer journey.
  Investment is rising quickly too: the conversational AI market will reach $41.39 billion by
  
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• How Low-code Automation Differs From Traditional Solutions

  21-09-2026 10:30 via callcentrehelper.com
  
  Netcall explores what low-code automation is, how it differs from traditional development and automation, and how AI is shaping its future.Organisations are under constant pressure to deliver better services, improve efficiency and respond quickly to changing requirements.
  But traditional approaches to software development and process automation can make change slow and resource-intensive.Low-code automation offers a different approach. By combining visual application development with workflows,
  
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• Case Study: Manchester City Council Prioritized 62% of Emails With Netcall

  21-09-2026 09:30 via callcentrehelper.com
  
  The ChallengeManchester City Council’s Revenues & Benefits service receives more than 3,000 emails each month from residents, businesses, landlords, agents and other stakeholders.
  These cover a wide range of topics, including account queries, requests for information, changes in circumstances and general service enquiries.As emails are often unstructured, every message had to be manually reviewed to determine the appropriate action, before being indexed and uploaded to the council&rsqu
  
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• 10 Steps to a Better CX Ambassador Programme

  21-09-2026 09:00 via callcentrehelper.com
  
  A customer-centric culture is something that many organizations aspire to, but making it a reality can be difficult.That’s where a CX ambassador programme can help – by creating a network of employees who champion the customer within their own teams – regardless of the department they work in.To find out more, we spoke to Susanna Baqué, Senior Director Global Customer Experience at SCIEX, about the key lessons she’s learnt building and piloting her CX ambassador pr
  
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• Where Are You on Your AI Journey?

  18-09-2026 10:30 via callcentrehelper.com
  
  Steve Nattress at Enghouse explores the six stages of contact centre AI maturity and how organisations can assess where they are on their AI journey.Understanding where you are today can help shape your next AI stepResearch shows that while AI adoption in contact centres is accelerating, many organisations are not yet seeing lasting business impacts.
  Often this is because technology and tools are being deployed without a clear understanding of what problem they solve or the value they bring.
  Bui
  
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• Every CIO Is Now a Governance Officer. Most Didn’t Apply for the Job.

  17-09-2026 12:00 via callcentrehelper.com
  
  Samuel Wilson at 8×8 explores who is accountable when AI agents fail, and the governance challenges this creates for CIOs.A few weeks ago, a CIO who runs technology at a mid-size logistics company was asked a simple question: if an AI agent gives one of your customers the wrong answer tomorrow, whose name will show up in the incident report? He didn’t pause. “Mine,” he said. Not his CTO’s. Not Legal. His.That answer isn’t an outlier. It’s the majority po
  
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• AI Agent Governance: Prove It Stays Inside the Lines

  17-09-2026 10:30 via callcentrehelper.com
  
  evaluagent explores what AI agent governance means and why evidence is becoming essential.AI Agent Governance is the discipline of proving that your AI agent meets your own definition of good – your standards, your policies, your guardrails – continuously, and to whoever needs to be satisfied: your board, your regulator, or your customer. It’s the difference between a policy you’ve written down and evidence you can produce on demand.This has moved from good practice to pe
  
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• 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
  
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• 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
  
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• 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
  
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• 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
  
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• 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
  
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• 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,
  
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• 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
  
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• 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
  
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• 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:
  
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• 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
  
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• 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
  
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• 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
  
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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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• 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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