Latest articles


How to Write a Good Customer Service Letter – Example

We spotted this great customer service letter from Barnyarns. Here are 5 things we really love about it! Read more...

Views 460

50 Ideas to Transform Your Contact Centre

Our readers share their top tips for improving your contact centre. Read more...

Views 2,058

12 Guaranteed Ways to Ruin Your Integration With the Back Office

Our panel of experts highlight the key mistakes to avoid when integrating the back office into your contact centre. Read more...

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Latest blog posts

Culture Is About Philosophy, Not Policy

There’s a Reason Why It’s Called Fishing, Not Catching

Are You Making Waves?

Latest news stories

Poll – What Is Stopping You From Making It Easier For Customers?

55% of industry professionals say that their current technology stops them from making life easier for their customers.

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Views 332

What Is the Real Value of Forecasting?

value-185Simon Butler shares his experience of getting the most from your forecasting capabilities. (Read more…)

Views 552

Technology Round Table – The Robots Are Coming

robot-webinar-newsletter-160211The rapid rise of automation makes a lot of customer service jobs vulnerable to replacement by robots. And the latest rush to webchat makes it much easier to replace humans. (Read more…)

Views 1,102

Making the Most of Speech Analytics

speech-analytics-185Steve McInally shares his 5 guidelines to keep your speech analytics project on track. (Read more…)

Views 432

10 Ways to Know You’re a Great Trainer

trainer-185Think you’re a great trainer? Here are 10 things you should definitely be doing in your contact centre! (Read more…)

Views 617

Jabra Launches New Discounts

jabra-percentages-185Public sector organisations can now benefit from discounts on a range of Jabra headsets. (Read more…)

Views 360

5 Ways to Evolve the Customer Experience

evolve-185Netcall looks at how you should be responding to the changing customer experience climate. (Read more…)

Views 690

Survey – What Are European Contact Centres Doing in 2016?

survey-185For the first time, ContactBabel are researching the contact centre industries of mainland Europe and Ireland. (Read more…)

Views 482

Case Study: Transcom Upgrades WFO Platform

compliance-185The customer experience specialist has chosen HP’s Workforce solution to ensure quality and compliance. (Read more…)

Views 394

Cartoon of the Month – Black Belt

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Views 606

White Papers


White Paper: Gartner Newsletter on NICE Adaptive WFO

To win in today’s customer-focused environment, organizations need their employees fully engaged and acting as true customer experience champions. Gartner’s latest report looks at best practices and technology strategies to help you create a winning adaptive customer service organization.

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White Paper: Strategic Considerations When Building Customer Service for the Next Decade

This White Paper offers a four-step strategy to support the change necessary for organisations to evolve customer service, with an aim to develop an ecosystem between customers, providers, technologies, tools, and channels.

Download White Paper

White Paper – How to Make the Boat Go Faster

As a business, you are continuously looking to stand out, add value for your customers and drive competitive advantage. In this White Paper, Enghouse Interactive and Olympic star Ben Hunt-Davis share best practices for enhancing customer service performance.

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Next Call Centre Helper Webinars

Technology Round Table – The Robots Are Coming

Ask the Expert – How to Measure Employee Engagement

Technology Round Table – Are you Staying on the Right Side of the Law?

Key Customer Issues – Understanding why your customers are contacting you

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Jonty's Tips

Jonty's Tip: Ask Customers if They’d Mind Completing a Longer Survey

ask-customers-185Here is an idea to help you gather more detailed feedback from the customers who have the time to offer it. (Read more…)

Views 167

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