Call Centre Helper - Help and Advice for Contact Centres and Customer Service

A book in the shadows - hidden knowledge concept

13th October 2026

Can You Afford to Ignore Shadow Knowledge?

Find out how shadow knowledge creates hidden costs in the contact centre and how knowledge management can improve agent support, efficiency, and customer experience.

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Mistakes to Avoid Highlighted on White Paper with Black Pen

13 CXA Mistakes Every Contact Centre Leader Should Avoid

Adding new employee concept with people icons on blocks

Are You Doing Enough to Help New Starters Settle In?

How to Communicate Your QA Framework Clearly

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Resources

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Zoom in on CX Podcast Series

Zoom in on CX Podcast Series

eBook: The Missing Link in Contact Centre Performance

eBook: The Missing Link in Contact Centre Performance

Webinar Replay: How to Tackle the Biggest Barriers to QA

Webinar Replay: How to Tackle the Biggest Barriers to QA

AI in UK Contact Centres - The Reality

AI in UK Contact Centres - The Reality

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News

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PCI Pal Launches New Brand Identity

Kensington Mortgages Completes Amazon Connect Migration With Sabio

Kensington Mortgages Completes Amazon Connect Migration With Sabio

Route 101 to Modernize Lewisham Council’s Contact Centre

Route 101 to Modernize Lewisham Council’s Contact Centre

2026 Research: What Contact Centres Are Doing Right Now

2026 Research: What Contact Centres Are Doing Right Now

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Blogs

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Five Ways to Expand AI Across Your Contact Centre

Five Ways to Expand AI Across Your Contact Centre

How to Manage a Successful AutoQA Migration

How to Manage a Successful AutoQA Migration

What Is Average Handle Time (AHT) and How to Improve It

What Is Average Handle Time (AHT) and How to Improve It

Users Want Answers, Not Search Results

Users Want Answers, Not Search Results

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Events

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What Drives Better Customer Service? – Webinar

What Drives Better Customer Service? – Webinar

Unified Communications Expo (UCX) London 2026

Unified Communications Expo (UCX) London 2026

How to Keep Humans in the Loop Without Slowing AutoQA Down – Webinar

How to Keep Humans in the Loop Without Slowing AutoQA Down – Webinar

Planning for Outsourcers: BPO WFM Best Practices – Webinar

Planning for Outsourcers: BPO WFM Best Practices – Webinar

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People, Processes and Technology

Can You Afford to Ignore Shadow Knowledge?

Can You Afford to Ignore Shadow Knowledge?

Are You Doing Enough to Help New Starters Settle In?

10 Top Ideas We Heard From Oxfordshire County Council

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How to Communicate Your QA Framework Clearly

How to Communicate Your QA Framework Clearly

How to Manage Agent Workarounds and Shortcuts

How Can Resource Planners Help Reduce Frontline Stress?

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13 CXA Mistakes Every Contact Centre Leader Should Avoid

13 CXA Mistakes Every Contact Centre Leader Should Avoid

Switch From Live Chat to Chatbots – Without Losing Customers

Have IVRs Had Their Day?

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