Call Centre Helper

Date: 16th September 2026 2pm BST Location: Virtual Register 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,

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

Sabio explores how contact centres can use AI and human interaction to better support vulnerable customers. There's an assumption baked into contact centre design that rarely gets examined: when a conversation is sensitive, the instinct is to route it to

Customers now expect to move seamlessly between voice, email, chat, messaging, and social media. That means contact centre quality assurance can no longer treat each channel in isolation. To deliver a consistent customer experience, QA is evolving beyond

Kerstin Demko at 88 shares how data sovereignty is shaping technology and infrastructure decisions across global markets. We have been talking to a lot of businesses recently, and one phrase keeps coming up: data sovereignty. We surveyed a group of busine

Vanya Hoffman at UJET explores why regulated contact centres need AI with strong data controls, transparency and auditability. Why Regulated Contact Centres Need Controllable AI, Not Just Capable AI Fintech and banking contact centers deploy AI compliantl

As contact centres become more connected and data-driven, safeguarding customer information and critical systems has never been more important, and contact centre leaders are under increasing pressure to get it right. But how do you know if you're doing e

FAB Solutions is a specialist contact centre and customer experience consultancy, helping organisations improve performance, reduce cost and deliver better outcomes for both customers and colleagues. www.fabsolutions.co.uk Contact Name: Garry Gormley Tel

Agents perform best when they know exactly what is expected of them - not just in terms of numbers or metrics, but in terms of behaviours and outcomes that impact customer experience. Yet many contact centres fail to provide that clarity. They assume agen

HM Land Registry (HMLR) has selected Route 101 to deliver a new cloud-based contact centre platform. The project will modernize HMLR's existing contact centre environment, bringing voice, digital channels, analytics, workforce optimization and AI-assisted