Latest from the Community

Latest contact centre articles


20 Tips for Creating Super Agents

Our panel share their advice on how to turn agents into super agents. Read more...

Views - 1,283

Trade Secrets: Simple Ways to Improve Call Scripting

Our panel reveals how to get the very best results from your call scripting. Read more...

Views - 501

7 Ways to Build an Emotional Connection by Email

Boost your customer loyalty by increasing your agents’ emotional intelligence. Read more...

Views - 910

Latest blog posts

Putting the Power of Your People to Work for Customer Centricity

5 Ways in Which Bullying, Harassment or Victimisation Can Affect Your Business Bottom Line

4 Ways to Gain Customers’ Trust in Data Security

Latest news stories

Poll – What is your Average Cost Per Call?

The viewers of our webinar “5 Ways to Boost Contact Centre Productivity” were asked “What is your Average Cost Per Call?”


(Read more…)

Is Your On-Hold Music Driving Your Customers Mad?

onhold-185A survey has revealed the songs that the public find most annoying. How does your on-hold music compare?
(Read more…)

Views - 301

Replay and slides from Webinar: Improving First Contact Resolution

netcall-fcr-webinar-newsletterA replay and slides are available from our webinar on improving First Contact Resolution.

Click here to view the replay
(Read more…)

Views - 686

The Future of Interaction Analytics

nexidia-analytics-185Larry Skowronek looks at some of the recent changes in interaction analytics and why the future isn’t just science fiction. (Read more…)

Views - 190

Case Study: Patient Wait Times Reduced

doctor-patient-185The 3fivetwo Group has deployed a next-generation customer contact solution from mplsystems to support their growing volume of patient calls. (Read more…)

Views - 146

Azzurri Updates Management Software

update-azzurri-185Azzurri Communications has updated Callmedia Expert Contact. (Read more…)

Views - 171

Free Cloud Report for Survey Participants

survey-185ContactBabel are offering a free copy of their cloud report to organisations which take part in their online survey by 31st October. (Read more…)

Views - 128

Case Study: Shelter Improves Calling Campaigns

shelter-185The housing and homelessness charity has been using Hostcomm ContactPro to maintain compliance and minimise costs. (Read more…)

Views - 142

3 Ways to Engage the Digital Customer

moxie-digital-customer-185 Andrew Mennie reveals the three key expectations that you need to address in order to successfully (and profitably) engage the digital customer. (Read more…)

Views - 111

North West Contact Centre Awards – Winners Announced


The North West Contact Centre 2014 award winners have been announced.
(Read more…)

Views - 175

Case Study: Fashion Retailer Adopts Flexible Solution

shirts-185Charles Tyrwhitt Shirts have chosen a flexible solution from Syntec to help them cope with peaks in customer contact. (Read more…)

Free Software for a Year

old-new-185Genesys are offering free software for one year for new customers who switch from on-premises solutions.
(Read more…)

Case Study: Bookseller Boosts Customer Service Levels

books-185The Book People have chosen injixo WFM to help improve their customer service levels. (Read more…)

Best Practice Challenges Announced

three-ppf-185The Forum have announced their three new Best Practice Challenge Programmes. (Read more…)

Agents Skydive for Charity


Contact centre employees in Scotland have completed a skydive in aid of a children’s charity. (Read more…)

Call Centre News Round-Up

  • News In BriefKLM hijacks Twitter feeds with real-time customer service centre. Marketing Interactive
  • Inmates at a prison in Surrey are being paid to work in a call centre. BBC News
  • EE said to plan office-staff cuts to bolster customer service. Bloomberg
  • Call Centre star Nev Wilshire in new business venture. Brentwood Gazette

(Read more…)

Views - 15,328

White Papers


White Paper: The Interaction Analytics Chapter

The Interaction Analytics chapter forms part of ‘The UK Contact Centre Decision-Maker’s Guide 2014′. It addresses how speech analytics can identify and repair broken business processes, solve compliance issues, enhance the customer experience and greatly improve agent quality and training.

Download White Paper

White Paper: Restoring Trust in the Energy Sector

This white paper outlines how complaints and a breakdown of trust between the public and energy providers could be resolved if information can be delivered to customers in a clear, engaging and transparent way through the existing telephony channel.

Download White Paper

White Paper: Guide to Quality Monitoring

With further investment in quality monitoring predicted, this guide identifies typical returns which can be gained from a QM system and key features and functions to look for to avoid some common pitfalls following implementation.

Download White Paper

Whitepaper: PCI DSS in Call Centres – Summer 2014

Syntec 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: Best Practices for Using Web Chat

Free Webinar: Delivering a Consistent Multi-Channel Customer Experience

Free Webinar: Techniques to make the Contact Centre More Powerful

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Jonty's Tips

Jonty's Tip: Frame Puzzles That Agents Have Worked on Together

puzzle-185Here is a fun way to inspire teamwork as well as a sense of ownership in your contact centre. (Read more…)

Views - 170

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