Latest from the Community

Latest contact centre articles


30 Strategies for Improving Agent Productivity

Our panel reveals how you can improve agent productivity for the long term – and stop relying on a temporary sugar rush. Read more...

Views - 1,260

How to Accommodate Callers With Disabilities

Kayla Matthews explains how your agents can accommodate different disabilities and provide great customer service to everyone.  Read more...

Views - 352

Do Scripts Still Have a Place in the Contact Centre?

Gemma Harding explores the pros and cons of using scripts in the contact centre. Read more...

Views - 938

Latest blog posts

Help Your Employees Experience the Sort of Service you Want Them to Deliver

What Does It Take to Generate Total Customer Satisfaction?

Discovering What Customers Don’t Know Themselves

Latest news stories

Poll – How much more ‘live inbound’ could you convert to self service

During our webinar “5 ways to tune up your call centre” our audience were asked  “How much more ‘live inbound’ could you convert to self service”

How-much-more-live-inbound-could-you-convert-to-self-service-510 (Read more…)

9 out of 10 Switch After Poor Phone Experience

switch-185Nine out of 10 consumers are likely to ditch their financial services providers following a poor phone experience. (Read more…)

Views - 345

Replay and slides from Webinar: Scheduling Masterclass

injixo-webinar-newsletter-140918A replay and slides are available from our webinar on the best ways to schedule contact centre staff.

Click here to view the replay

(Read more…)

Views - 516

Nominations Open for Innovation Awards

cut-open-scissors-185Nominations are now invited for all categories in Customer Contact Innovation Awards 2015. (Read more…)

Views - 188

What Do You Really Know About Cost Management?

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

Views - 228

Nev Attends Call Centre Summit

The latest Call Centre and Customer Services Summit was held on 15th-16th September 2014 at Whittlebury Hall Hotel & Spa in Northamptonshire.

Nev Wilshire and Forum Events (Read more…)

Views - 254

Poll – How do you use customer feedback?

During our webinar “ALL NEW 30 Contact Centre Tips” our audience were asked  “How do you use customer feedback?”

How-do-you-use-customer-feedback-510 (Read more…)

Views - 472

Winners and Losers – September 2014

winners-185This month we bring you news from Nice Systems, Noble Systems, LiveOps, Firstsource, Voice Marketing, NewVoiceMedia, mplsystems, Vizolution, Genesys, Professional Planning Forum and Echo Managed Services. (Read more…)

Views - 243

Case Study: AA Deploy Customer Contact Infrastructure

sabio-185The AA has selected Sabio to deploy and support its next-generation customer contact infrastructure. (Read more…)

Call Centre Recruiters Complete 3 Peaks Challenge


Employees at a call centre recruitment company have raised money for charity by completing the National 3 Peaks Challenge. (Read more…)

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: 5 Ways to Boost Contact Centre Productivity

Free Webinar: Best Practices in Performance and Quality Management

Free Webinar: How to Turn Agents into Super Agents

Upcoming Events

23rd Sep 2014

23rd Sep 2014

23rd Sep 2014

25th Sep 2014

Jonty's Tips

Jonty's Tip: Give out Hand-Written Cards to say Thank you to Your Agents

hand-written-185Giving out hand-written cards is a nice, personal way to say thank you to your agents for a job well done. (Read more…)

Views - 221

mplsystems tech awards
Button Adverts
mplsystems tech awards

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

Last month (Aug 2014) we had 212,255 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
The last time you used an automated phone service (IVR), did it give you a menu option that accurately described your issue?

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