Latest from the Community

Latest contact centre articles


8 Steps to Healthier Agents

Is it time to overhaul the sitting culture in your contact centre? Read more...


Trade Secrets: Getting the Best out of Your Outbound Dialler

Our panel reveals how you can get the best out of your existing outbound dialler. Read more...

Views - 274

Latest blog posts

Are You Stopping Some of Your Customers From Doing Business with You?

Are You an Introvert or Extrovert? New Definitions Are Revealing

The Unexpected New Customer Service Channel

Latest news stories

Movers and Shakers – August 2014

movers-slide-185This month we bring you news from Magnetic North, Noble Systems and Bright UK. (Read more…)

Friday Live Chat – Making the Contact Centre a Great Place to Work

Live-chat-work-newsletter-ad-140829Our Live Chat series will be continuing @ 1pm on Friday (29th August) with a discussion on making the contact centre a great place to work. (Read more…)

58% of Australians Share Poor Experiences

NVM-speech-185NewVoiceMedia has found that 58% of Australian consumers will tell friends not to use a business following an inadequate experience. (Read more…)

Help Decide Next Year’s Webinar Programme

pencil-185Take part in our short survey and have your say about what we discuss in our 2015 webinar series. (Read more…)

What Do You Really Know About Churn?

churn-185Mike Hutchison attempts to set the record straight about 5 of the most common myths surrounding churn. (Read more…)

Are You Miscalculating Agents’ Holiday Pay?

suitcase-185The Supreme Court has agreed that holiday pay must include any allowances that are intrinsically linked to the performance of work – including commission. (Read more…)

Case Study: Miele Achieves PCI DSS Level 1

compliance-185The appliances manufacturer has become PCI compliant with help from Syntec Telecom. (Read more…)

Reader Poll – Is Your Contact Centre Using Video?

“Is your contact centre using video?” was asked of our readers and the results were:

Is-your-contact-centre-using-video-510 (Read more…)

Views - 311

Software Suite Certified

certified-185Interactive Intelligence’s Customer Interaction Center has been certified by The Joint Interoperability Test Command. (Read more…)

Agents Bike From London to Edinburgh


Agents in Glasgow have completed a static bike ride for charity – pedalling the equivalent of the distance from London to Edinburgh. (Read more…)

Call Centre News Round-Up

  • News In BriefEDF Energy pays penalty for mishandling customer complaints. Reuters
  • Ryanair launches business class in customer service overhaul. The Independent
  • Why personalisation is causing sleepless nights for marketers. Marketing Magazine
  • Third company from TV’s The Call Centre group collapses. Insider Media Limited

(Read more…)

Views - 14,642

White Papers


Whitepaper: PCI DSS in Call Centres – Summer 2014

Syntec Telecom and Davies Hickman Partners have conducted an investigation into how contact centre leaders and payment service providers (PSPs) are meeting the challenges of Payment Card Industry Data Security Standard (PCI DSS) and card payment security in UK enterprises.

Download White Paper

Next Call Centre Helper Webinars

Free Webinar: 10 Smart Ways to Improve Average Handling Time

Free Webinar: Scheduling Masterclass

Free Webinar: 5 Ways to Boost Contact Centre Productivity

Upcoming Events

3rd Sep 2014

5th Sep 2014

Jonty's Tips

Jonty's Tip: The Customer Service Oscars

winning-trophy-185Everyone loves an awards ceremony, so why not set up an awards scheme for the contact centre?  (Read more…)

Views - 256

Plantronics 4 Summary animated
Button Adverts
Plantronics 4 Summary animated

Editor's Pick
Jonty Pearce
Call Centre Helper is edited by Jonty Pearce

Last month (July 2014) we had 229,003 Readers

Join the Call Centre Community on LinkedIn

Follow us on Twitter or Google+
Read Jonty's Tips
Latest Jobs
Click here for a FREE SUBSCRIPTION
to Call Centre Helper

free newsletter
Latest news
Is Average Handling Time (AHT) a good metric?

Popular Pages
Join the Discussion
call centre | call centre jobs | presentation | powerpoint templates | business helper