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Latest contact centre articles


The Future of Voice in the Contact Centre

We asked our panel about the role voice might play in the contact centre of 2034.  Read more...

Views - 151

Call Centre Helper visits… Neopost

Call Centre Helper visited a Neopost contact centre in Romford. Read more...

Views - 435

Latest blog posts

Are You Stopping Some of Your Customers From Doing Business with You?

Are You an Introvert or Extrovert? New Definitions Are Revealing

The Unexpected New Customer Service Channel

Latest news stories

0845 Numbers Still in Use

0845-phone-185Despite the recent change in regulations, a number of companies are still providing 0845 numbers for customer service. (Read more…)

Friday Live Chat – Getting the Best out of Email

Live-chat-email-newsletter-ad-140822Our Live Chat series will be continuing @ 1pm on Friday (22nd August) with a discussion on how to get the best out of email in the contact centre. (Read more…)

Should EE be Charging for Priority Service?

Sabio-EE-pyramid-185Jane Goodayle evaluates EE’s controversial decision to offer customers the option to pay 50p and jump the queue.
(Read more…)

Awards Open for Nominations

podium-stand-185The North East Contact Centre Awards 2014 are now open for nominations. (Read more…)

Case Study: Betfred Upgrades Call Recording

business-systems-horse-racing-185Betfred have upgraded their call recording technology with help from Business Systems. (Read more…)

Neville Wilshire to Open September Summit

forum-events-nev-185The 2014 Call Centre & Customer Services Summit is being opened by the star of BBC’s The Call Centre. (Read more…)

Views - 103

Poll – Which channels do you regularly monitor?

During our webinar “The DNA of a successful contact centre” our audience were asked  “Which channels do you regularly monitor?”


(Read more…)

Views - 263

New Promotion Supports Public Sector Sales

jabra-partnership-185Jabra has launched a new promotion to support sales of headsets into public sector customers during Q3.
(Read more…)

Views - 109

“Call Centre Haiku” Competition

haiku-185Write a call centre haiku (poem) for your chance to win a copy of ‘The Smarter Working Manifesto’. (Read more…)

CallMiner Ranked for Speech Analytics

callminer-ice-185The provider of analytics solutions has been ranked highly in overall customer and product satisfaction in the latest DMG Consulting Report. (Read more…)

Moving a Large Business to the Cloud?

genesys-cloud-185Neil Titcomb looks at 10 key things you should consider before moving your large contact centre to the cloud.
(Read more…)

Agent Shaves Head for Charity


An agent at a contact centre in Sunderland has had his head shaved to help raise money for Marie Curie. (Read more…)

Call Centre News Round-Up

  • News In BriefSocial media has undermined peoples’ trust in brands. The Guardian
  • Payday loan firms ‘bombarding vulnerable consumers’. BT
  • First Great Western is slammed in Which? customer satisfaction survey. West Briton
  • EE hopes you will pay 50p to jump its customer service queue. The Telegraph

(Read more…)

Views - 14,566

White Papers


Whitepaper: PCI DSS in Call Centres – Summer 2014

Syntec Telecom 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

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Jonty's Tips

Jonty's Tip: F is for Photo

conversation-185Be careful with the way that agents spell out words phonetically. (Read more…)

Views - 191

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