Jo Robinson

United Kingdom

Operations Manager at Call Centre Helper

On line call centre magazine

Featured in: Favicon

callcentrehelper.com Favicon

business2community.com Favicon

jdsupra.com Favicon

jeffbullas.com Favicon

mondaq.com Favicon

presentationmagazine.com Favicon

lutontoday.co.uk Favicon

leightonbuzzardonline.co.uk Favicon

msn.com

miltonkeynes.co.uk

Articles

From Frustration to Adoption: Overcoming Barriers to Effective Chatbot Utilisation

3 days ago | callcentrehelper.com | Jo Robinson

Calabrio explores how businesses can overcome common chatbot adoption challenges by leveraging AI-driven analytics, improving bot training, and creating seamless customer experiences. Chatbots have transformed customer service by providing instant, AI-powered support that reduces contact centre volume and improves operational efficiency. However, many customers bypass chatbots, opting instead to escalate to live agents at the first opportunity.
How Contact Centre AI Transforms Agent and Client Experiences

3 days ago | callcentrehelper.com | Jo Robinson

Vonage explores how contact centre AI is reshaping customer service while offering practical guidance on how to implement it successfully and responsibly. AI is changing what’s possible. It’s changing how we work. Virtual assistants, predictive analytics, and other AI tools empower businesses from all industries. Did you know that AI-powered software saves your agents time and enhances the customer experience (CX)?
Stay on Top of Social Media Like a CX Pro

4 days ago | callcentrehelper.com | Jo Robinson

Social media is like a relentless beast that demands your attention 24/7. So, quite frankly, if you’re not engaging with customers in real time, you might as well be invisible. But no one said it was easy! Real-time social media management sounds great for your contact centre and company brand… Until you’re bombarded with messages, complaints, and “urgent” tags from every platform under the sun.
AI and Automation in Modern Call Centres

1 week ago | callcentrehelper.com | Jo Robinson

This blog summarises the key points from a recent article from David McGeough at Scorebuddy, where he show you exactly how AI-powered automation is impacting the customer service industry, the tech behind these, and how you can make the most out of generative AI in your call centre. AI and automation are transforming call centres fast. By 2026, over 80% of businesses are expected to use AI – up from just 5% in 2023, according to Gartner.
Contact Centre Automation: The Ultimate Guide

1 week ago | callcentrehelper.com | Jo Robinson

Celia Cerdeira at Talkdesk explores how organizations can automate their contact centre operations to boost efficiency, empower agents, and improve the customer experience. Customer service is the foundation of any successful business-and contact centre automation is revolutionizing how organizations deliver exceptional customer experience (CX).
15 Essential Call Centre Tools for 2025

1 week ago | callcentrehelper.com | Jo Robinson

Calabrio explore the most important call centre tools out there is a great place to start. Below, you’ll find a list of 15 solutions across key categories that can empower your workforce, equip your teams with rich data insights, and supercharge your contact centre productivity. Perceptions of the contact centre’s potential have undergone a sea change in recent years. In 2025, business leaders are now four times as likely to see customer experience (CX) as a revenue driver and not a cost centre.
What Are AI agents? Benefits, Types, and Use Cases

3 weeks ago | callcentrehelper.com | Jo Robinson

Toussaint Celestin at Talkdesk breaks down what AI agents are, how they work, and why they’re becoming essential for businesses looking to scale efficiently. Plus, he explores the real benefits, from cutting response times to enhancing customer experience, and share practical tips for getting started. AI agents are like digital problem-solvers-intelligent, adaptable, and capable of handling tasks without constant human oversight.
The State of Customer Experience: What Every CX Professional Needs to Know

3 weeks ago | callcentrehelper.com | Jo Robinson

Greg Thomas at Genesys shares some key takeaways and guidance from the survey of CX leaders. Read the full report for more insights, including findings from our consumer survey. Customer expectations, customer experience (CX) technology and the experiences consumers have across a variety of industries are continually evolving. This can leave CX leaders wondering if they’re on the right course.
Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025

3 weeks ago | callcentrehelper.com | Jo Robinson

Calabrio explores how AI-powered call quality monitoring can help contact centres improve customer experience, enhance agent performance, and streamline quality management processes to achieve better results. What area do you see as the biggest opportunity for growth in your contact centre? A McKinsey survey revealed customer care leaders’ top growth priorities included customer experience improvement, technology implementation, and identifying revenue growth opportunities.
What Does Generative AI Mean for Your Contact Centre?

3 weeks ago | callcentrehelper.com | Jo Robinson

Tim Kimber at Vonage explores the key use cases of Generative AI in contact centres, from virtual assistants and call routing to sentiment analysis and agent training, and how businesses can successfully implement it. Chances are, you’ve probably experienced some form of early AI in a contact centre.