Latest articles


Summer Special: 58 Ways to Change Your Contact Centre

Here are some great ideas for driving positive change in your contact centre. Read more...

Views - 2,380

AHT vs Customer Experience – Is It Really One or the Other?

Carolyn Blunt explains how to implement an Average Handling Time (AHT) reduction strategy while still maintaining an excellent customer experience. Read more...

Views - 2,245

Latest blog posts

Customer Experience Through the Eyes of the Frontline Retail Employee

Is Your Customer Experience Accidental?

Destroying Brand Experience, One at a Time

Latest news stories

Poll – How Many Computer Systems do Agents Use?

The vast majority of contact centre agents have to log in to more than 3 computer system on a daily basis.
(Read more…)

Views - 157

Financial Sector Catches up With 0845 Changes

bank-185From 26th October 2015, the financial sector will no longer be permitted to use 0845 and similar numbers for customer service. (Read more…)

Views - 426

Contact Centres Need to Act on Digital DNA

future-customer-185Jeremy Payne explains the strategies companies can implement today to drive the customer experiences of tomorrow. (Read more…)

Views - 382

Customer Satisfaction More Important Than AHT

customer-satisfaction-185Customer Satisfaction and Agent Satisfaction metrics are taking a considerable lead over Average Handling Time in the contact centre. (Read more…)

Views - 753

Have Your Say – Customer Contact Research

research-185ContactBabel are inviting organisations with 10 or more UK agent positions to take part in Britain’s largest customer contact research programme. (Read more…)

Views - 291

Case Study: Homeworking Enhances eBay Experience

ebay-185eBay has improved its VIP customer experience with homeworking agents – enabled by Magnetic North’s contact centre software. (Read more…)

Views - 278

40% of Managers “Too Busy” for Holidays

too-busy-holiday-185A survey of business owners and managers has revealed that 40% are “too busy” to use all of their annual leave. (Read more…)

Views - 201

Case Study: Call Handler Goes Multichannel

azzurri-case-study-185Armchair Call Handling has improved its customer contact strategy with the help of a multichannel solution from Azzurri. (Read more…)

Views - 280

Want to Show Off Your Contact Centre?

megan-sitevisit-185The Call Centre Helper team are looking for a new set of contact centres to visit this summer. (Read more…)

Views - 235

White Papers


White Paper: How Are Contact Centres Using Quality Monitoring?

Most contact centres will have a form of Quality Monitoring software in place. However, the method used can vary greatly, potentially impacting the success of any organisation. This White Paper explores how different businesses are using this technology in their […]

Download White Paper

White Paper: 10 Strategies for Reducing Customer Call Volumes

This White Paper looks at ways organisations can reduce the number of preventable calls and other live agent contacts they receive and drive up the number of contacts that provide true ‘customer value’.

Download White Paper

White Paper: The Essential Team Leader Playbook

EvaluAgent has worked closely with the UK’s leading contact centres to identify the most common challenges facing today’s team leaders, and how to address them.

Download White Paper

Next Call Centre Helper Webinars

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8th Oct 2015

Jonty's Tips

Jonty's Tip: Get Out of Crisis Mode and Get into Strategic Mode

crisis-185It’s very easy to get stuck in long-term crisis mode. (Read more…)

Views - 382

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Jonty Pearce
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