Latest contact centre articles


Top Tips for Training and Induction

Here are some great tips provided by our readers… Read more...

Views - 526

Are You Making These 25 Webchat Mistakes?

Our panel highlight the mistakes you should be avoiding in order to succeed using webchat. Read more...

Views - 347

How to Keep in Touch With Homeworking Agents

Bill Backus explains how to communicate effectively with your homeworking agents. Read more...

Views - 470

Latest blog posts

How Sports Results Affect Our Decision Making

Why Is It That so Many Who Sell Are so Ineffective at Selling?

Proactive Customer Service Will Also Make Your Employees Happier

Latest news stories

New Benchmarking Programme Launched

gold-bar-185The new benchmarking programme for customer service operations in the UK will be called the Gold Standard. (Read more…)

Views - 250

Free Webinar: Best Practices in Performance and Quality Management

nex-webinar-newsletter141009In this webinar we will be sharing the results from best practice workshops conducted as part of the P&Q challenge.

Thursday 9th October 2014 @ 1.00pm UK time.  Click here to register. (Read more…)

Views - 715

74% of Agents Unsatisfied With Technology

unhappy-agents-jabra-185Jabra has announced a new strategy to win 50% of the contact centre headset market, in line with the latest research findings. (Read more…)

Views - 182

New Automated Response Solution

mpl-new-solution-185mplsystems has launched intelligentResponse. (Read more…)

Views - 145

Poll – Who Has Access to Recorded Phone Calls in Your Contact Centre?

During our webinar “The DNA of a successful contact centre” our audience were asked  “Who has access to recorded phone calls in your Contact Centre? ”

Who-has-access-to-recorded-phone-calls-in-your-Contact-Centre-510 (Read more…)

Views - 509

Improving Customer Service With Contact Analytics

callminer-analytics-185CallMiner explains how contact analytics can help to improve the customer experience. (Read more…)

Views - 194

IVR Experience Failing Customers

IVR-item-Michael-Gray-185Michael Gray speculates on why 65% of people said their last IVR experience lacked an option that accurately described their issue. (Read more…)

Views - 214

Ensuring Security in the Cloud

cloud-genesys-185Neil Titcomb outlines the important questions a business should ask when storing sensitive information in the cloud. (Read more…)

Views - 100

Less Effort Linked to Fewer Complaints

aspect-minimum-effort-185Paul Thomas explains how the key to managing complaints is making the customer feel like it is effortless doing business with you. (Read more…)

Views - 112

Will You Host a Pink Friday This Month?


Breast Cancer Care are asking contact centres to turn their Fridays pink to help raise awareness of the charity. (Read more…)

Cartoon of the Month

cartoon-ruining-hair-510 (Read more…)

Call Centre News Round-Up

(Read more…)

Views - 15,059

White Papers


Whitepaper: Customer Engagement – The Future is Proactive

With 74% of customers using 3 or more channels to interact, often across devices, how can you provide experiences to drive conversions and loyalty? The answer is to anticipate intent, connect in real time, and engage customers throughout their journey.

Download White Paper

Next Call Centre Helper Webinars

Free Webinar: Best Practices in Performance and Quality Management

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Free Webinar: Improving First Contact Resolution

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16th Oct 2014

Jonty's Tips

Jonty's Tip: Get Managers on the Phone for the Final Push

managers-phone-185One great way to push your team through the final hour of their shift is to put your management teams on the phones with them. (Read more…)

Views - 257

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