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Latest contact centre articles


10 Speed Tips to Improve Multichannel

Our readers share their speed tips on how best to engage with your multichannel customers. Read more...

Views - 230

25 Ways to Improve Your Contact Centre

Our readers share their thoughts on how you could improve your contact centre. Read more...

Views - 1,725

Are You Making These Classic Outbound Dialling Mistakes?

Our panel highlight the mistakes you should be avoiding when running an outbound dialling campaign. Read more...

Views - 768

Latest blog posts

CX 2015: Where Does the UK Stand in Relation to the USA?

What’s The Difference Between UX and CX at an Experiential Level?

Is Customer Service Going to get Worse Before it Gets Better?

Latest news stories

Poll – Personalising The Customer Experience

Using a customer’s first name is the main way contact centres personalise the customer experience.
(Read more…)

Views - 290

Outsourcing is Back in Fashion

globe-185Jeremy Payne looks at how the cloud and other enabling technologies have helped to bring outsourcing back from the brink. (Read more…)

Views - 323

Replay and Slides From Webinar: 10 Clever Ways to Improve Call Centre Performance

20150326-mplsystems-webinar-newsletterIn this webinar we will be looked at 10 ways in which contact centre performance can be improved.

Through a combination of techniques, such as coaching and motivation through to the way that technology can help, we will be looking at clever ways to improve performance.

(Read more…)

Views - 885

Are These the Hottest Metrics Right Now?

tapemeasure-185Susannah Richardson looks at the advantages and disadvantages of the most used contact centre metrics. (Read more…)

Views - 397

Contact Centres Aren’t Tracking the Customer Journey

journey-18590% of contact centres are not able to follow the customer journey across multiple channels and touch points. (Read more…)

Views - 466

CPS is the Wrong Measure for Network Performance

network-comms-185Simon Sharman looks at how you should measure the performance or capacity of a communications network. (Read more…)

Views - 170

Photos from Welsh Contact Centre Awards 2015

Support-Team-of-the-Year-Winner-HSBC-185The winners of the Welsh Contact Centre Awards have been announced. (Read more…)

Views - 310

Case Study: Financial Firm Automates Quality Scoring

hammer-185Pershing has improved its customer experience performance with the help of a customer interaction analytics solutions from CallMiner. (Read more…)

Views - 132

Cloud Fears Unfounded

cloud-security-18542% of contact centre managers cited security fears as a barrier to cloud adoption, yet none who moved encountered these issues. (Read more…)

Views - 121

Case Study: Police Service Moves up the Ranks

policecar-185Policelink has improved its customer engagement by introducing new digital customer service channels from KANA. (Read more…)

Views - 128

Movers and Shakers – March 2015

horse-race-185This month we bring you news from LiveOps, Jabra and NewVoiceMedia. (Read more…)

Views - 229

White Papers


White Paper: Big Data in CEM: The Path to Productive Employees & Happy Customers

This report highlights the financial and operational impact of poor customer data management. It also illustrates how top performing businesses convert big data into a strategic opportunity that helps boost customer retention.

Download White Paper

White Paper: Connecting Customer Journeys

This Customer Success White Paper is an interview with Karen Bell-Wright, the Senior Vice President for Retail and Contact Centres for Emirates Airline. Find out what role Customer Experience plays in the Emirates Airline Business Strategy.

Download White Paper

Next Call Centre Helper Webinars

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16th Jun 2015

Jonty's Tips

Jonty's Tip: Only Introduce Channels Appropriate to Your Product or Service

monkey-phone-185It is all too easy to get swept up in popular trends when adding new channels to your contact centre. (Read more…)

Views - 191

Nexidia - P&Q Reunion and The P&Q Best Practice Awards
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Nexidia - P&Q Reunion and The P&Q Best Practice Awards

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