Call Centre Helper

1 day ago | callcentrehelper.com | Robyn Coppell

Choosing the right technology for your contact centre isn’t just about chasing trends or finding the most advanced platform. With countless tools available – from AI assistants to omnichannel platforms – leaders must learn to cut through the noise and focus on tech investments that actually serve their business goals. The pressure is high: choose wrong, and you risk wasting budget, harming customer experience, and burning out your team.

2 days ago | callcentrehelper.com | Robyn Coppell

Date: 10 July 2025, 11:00 AM ET | 16:00 GMTLocation: VirtualRegister NowDid you know that AI-driven analytics is the most common use of AI that distinguishes Best-in-Class CX leaders from others? That’s not because enterprise leaders don’t have sufficient data. Rather, many organizations struggle to interpret existing data to fuel their CX activities. New research by Aberdeen helps unpack the role of AI in elevating the quality and use of analytics to deliver better business outcomes.

2 days ago | callcentrehelper.com | Robyn Coppell

When customers reach out with urgent problems, every second counts, and how well your agents handle these moments directly impacts satisfaction and loyalty. That’s why regular, data-driven training is essential to ensure agents are equipped to de-escalate situations, resolve issues quickly, and show genuine empathy.

3 days ago | callcentrehelper.com | Robyn Coppell

Genesys has introduced Genesys Cloud AI Studio, a platform designed to help businesses develop, manage, and scale more autonomous AI-driven customer experiences. “Scalable oversight of AI is critically important as we move into agentic decision-making and operation at lightning speed. For enterprises to leverage agentic AI, they must evolve how they approach AI governance and adoption,” said Hayley Sutherland, research manager for conversational AI at IDC.

3 days ago | callcentrehelper.com | Robyn Coppell

NiCE has introduced Inform AI, a new solution designed to assist Emergency Communications Centers (ECCs) by using AI-powered transcription and search tools to manage call data more efficiently. Chris Wooten, Executive Vice President, NiCE, said,“The infusion of AI into our already incredibly successful NiCE Inform solution marks a significant step forward in our vision of providing a single source of truth for Emergency Communications Centers.