Latest contact centre articles

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22 Ways to Improve First Contact Resolution

Our readers share their top tips for improving First Contact Resolution (FCR). Read more...

Views - 1,358
callscriptingoops-510

16 Mistakes to Avoid With Call Scripting

Our experts reveal the mistakes you need to avoid to create the very best call scripting experience for both your customers and your agents. Read more...

Views - 648
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How to Give Your Line Manager Positive Feedback

Heather Foley looks at how you can give upward feedback without losing your job. Read more...

Views - 726

Latest blog posts

Customer Service Is About Changing Feelings and Creating Good Memories

How to Solve the Insoluble Problem of Employee Engagement and Customer Loyalty?

The Potato King

Latest news stories

Poll – Which Headsets do you Use?

43% of contact centres are using noise cancelling headsets.
Which-headsets-do-you-use (Read more…)

Views - 219

2 Minutes on… Voice of the Customer Strategy

voiceofthecustomer-185Ashley Williamson looks at the four pillars of a successful Voice of the Customer strategy. (Read more…)

Views - 492

Don’t Miss Our Upcoming Webinars

webinar-185Our 2015 webinar series will be kicking off again on Thursday 23rd April. Here are some titles you can look forward to. (Read more…)

Views - 732

4 Steps to Better Resource Planning

clock-wfm-185Here are some ideas from Netcall to help you get the best results from your resource planning. (Read more…)

Views - 359

Survey – What Happens in Your Contact Centre?

newvoicemedia2-185Answer just 20 questions about your contact centre for your chance to win an Apple Watch Sport. (Read more…)

Views - 341

69% Randomly Select Calls for Agent Evaluations

businesssystems-random-185Business Systems have found that more than two-thirds of contact centres randomly select calls for agent evaluations. (Read more…)

Views - 271

74% Prevent Front-Line Success

agentstopped-18574% of contact centres admit to preventing their front line from providing the best possible customer experience. (Read more…)

Views - 231

Free 30-Day Trial for Scripting Software

quickscripts-185QuickScripts are offering free trials to show how their call guidance software can help agents through complex calls. (Read more…)

Views - 124

Awards Duo Make Their Debut

awards-185The Forum has announced two new awards programmes. (Read more…)

Views - 112

Case Study: PointCompany Increases Sales

injixo-workforce-185PointCompany has increased its sales and customer satisfaction through flexible workforce planning, using injixo WFM. (Read more…)

Views - 130

Winners and Losers – April 2015

golfer-winners-185This month we bring you news from Journeycall, Verint, NICE and NewVoiceMedia. (Read more…)

Views - 168

White Papers

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White Paper: Ensuring Workforce Optimisation Effectiveness

This White Paper looks at how Workforce Optimisation (WFO), with its many different technology components and processes, also has a critical role to play in enabling customer service effectiveness.

Download White Paper
intele-white-paper-185

White Paper: Balancing Operational Efficiencies with Customer Experience

This White Paper looks at why focusing on customer experience is the smartest way of being efficient in today’s hyper-competitive and increasingly consumer-driven world.

Download White Paper

Next Call Centre Helper Webinars

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Free Webinar: Latest Trends in Customer Service

Free Webinar: 10 Strategies for Social Customer Service

Webinar Week: 7 Ways to Improve Customer Satisfaction

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Jonty's Tips

Jonty's Tip: Automate Paper Processes

paper-185Still got paper moving around the contact centre? Automate it! (Read more…)

Views - 230

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