Latest articles


27 Ways to Get the Best Out of Your Metrics

Our readers and panel of experts share their top tips for getting the very best out of your contact centre metrics. Read more...

Views - 909

Is Your Contact Centre in Need of an Away Day?

Can’t remember the last time you reviewed your processes? It’s probably time you took your agents off the phones and treated them to an Away Day. Read more...

Views - 446

10 Common Mistakes to Avoid With Your Agent Desktop

Our panel explain where you might be failing with your agent desktop. Read more...

Views - 1,005

Latest blog posts

The Customer Service Hostage Situation

Looking for These 5 Traits Served Me Well in Hiring

Marshmallows and the Cure for Everything

Latest news stories

Poll – Do You Measure Customer Effort?

Only 18% of contact centres measure Customer Effort.
(Read more…)

Views - 274

Customers Better Off With 03 Numbers

03-image-185Martyn King looks at the positive impact of switching to 03 numbers in your contact centre. (Read more…)

Views - 359

Let’s Chat… About Absence and Agent Retention

absence-150Sign into our chatroom at 1pm (UK time) on Thursday 26th November – and join our live, audience-led discussion on absence and agent retention. (Read more…)

Views - 1,328

Self-Service Won’t Fully Replace Agents

self-service-image-185Richard Pinnington explains why agents are still vital to the contact centre in the self-service era. (Read more…)

Views - 396

New Training Course for Team Managers

training-tuesday-newsletter-ad-151123Call Centre Helper have teamed up with Real Results Training to deliver an online training course for team managers and aspiring team managers.

(Read more…)

Views - 332

3 Strategies for Maintaining Business Continuity

dominoes-185Chris Key outlines three strategies for restoring data in your contact centre. (Read more…)

Views - 202

Movers and Shakers – November 2015

plane-185This month we bring you news from the CCMA, Sabio, EvaluAgent, Magnetic North, Enghouse Interactive, Jabra, Genesys, Interactive Intelligence and Kura. (Read more…)

Views - 409

Is It Time You Switched to Contact Centre as a Service?

mplsystems-185Mplsystems highlight the drivers of CCaaS and the benefits it could bring over a traditional premises-based contact centre platform. (Read more…)

Views - 191

NOA Awards 2015 – Winners Announced

noa-lead-185The winners of the National Outsourcing Association Awards 2015 have been announced. (Read more…)

Views - 156

White Papers


White Paper: 15 Reasons Why You Should Consider Hosted WFM

This White Paper looks at what’s driving hosted Workforce Management (WFM) uptake. Identifying financial, operational and technical considerations, it provides an overview of organisations who naturally align to the hosted model.

Download White Paper

White Paper: The Customer Interaction Analytics Chapter

Sponsored by Nexidia, this chapter by ContactBabel addresses how speech analytics can identify and repair broken business processes, solve compliance issues, enhance the customer experience and improve agent quality and training.

Download White Paper

White Paper: How Can Flexible Working Models Transform the Contact Centre?

The goal of any contact centre is to ensure customers receive the kind of service that creates, builds and maintains positive relationships. This White Paper looks at how embracing flexible working can deliver an improved customer experience.

Download White Paper

Next Call Centre Helper Webinars

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Upcoming Events

1st Dec 2015

8th Dec 2015

Jonty's Tips

Jonty's Tip: Pod Decorating Competitions Encourage Teamwork

decorations-185Here is a fun idea for brightening up your contact centre and helping your agents bond with their fellow teammates. (Read more…)

Views - 339

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