Latest from the Community

Latest contact centre articles


What’s Happening in the World of Webchat?

Our readers answer your webchat FAQs… From how many webchats an agent should handle to what to do when a customer isn’t replying. Read more...

Views - 852

Top Tips for Improving Contact Centre Shrinkage

Shrinkage is a key element of resource planning. Our panel give their tips on how to improve shrinkage. Read more...

Views - 613

How to Survive Your Performance Review

Heather Foley explains how to turn your performance review into more than just a form-filling exercise. Read more...

Views - 603

Latest blog posts

7 Reasons Brand and CX are Disconnected

The Longest Lasting Emotions in Customer Experience

Revisiting Strategy: Does Effective Strategy Involve More Than Strategy?

Latest news stories

Poll – What Is The Next Channel You Will Add To Your Contact Centre?

During our webinar “Delivering a Consistent Multi-Channel Customer Experience” our audience were asked  “What Is The Next Channel You Will Add To Your Contact Centre?”


(Read more…)

Views - 160

Best Respected Voting Now Closed


The voting for our Best Respected Awards has now closed! (Read more…)

Views - 11,089

8 Ways to Personalise Customer Interactions

personalise-185Mike Donohue explains how you can personalise your customer interactions beyond greeting the customer by name. (Read more…)

Views - 420

Empowered Agents Provide Better Service

fish-aspect-185Paul Thomas explains how empowering your agents could help to boost employee engagement. (Read more…)

Views - 320

Movers and Shakers – November 2014

spinning-top-185This month we bring you news from NewVoiceMedia, Nice Systems, Interactive Intelligence, Webhelp UK, Echo Managed Services and Parseq. (Read more…)

Views - 220

Case Study: Cofely Optimises Scheduling

injixo-schedule-185Cofely have optimised their scheduling by implementing an injixo WFM system. (Read more…)

Views - 113

Noble Releases Upgrade

noble-185Noble Harmony v.4 has been released. (Read more…)

Free Webinar: 12 Interesting Things We Have Spotted this Year – That You Should Be Doing

Our experts will be sharing 12 key ideas that they have spotted over the past year.

Thursday 4th December 2014 @ 1.00pm UK time. Click here to register. (Read more…)

Views - 700

Plantronics Achieves DECT Security

plantronics-headset-185Plantronics’ CS500 and Savi 700 Series have been certified by the DECT Forum. (Read more…)

Case Study: Power Distributor Improves Efficiency

power-plant-nice-185A power distributor has improved its operational efficiency with a solution from NICE Systems. (Read more…)

Agents Host Talent Show


Agents in Glasgow raised money for charity by hosting their own version of “Britain’s Got Talent”. (Read more…)

Call Centre News Round-Up

  • News In BriefComplaints to big six energy suppliers still rising, says Ofgem. The Guardian
  • Great customer service is key to free publicity. Business News Daily
  • Lloyds bans branch salesmen from contacting millions of customers who have asked not to be pestered. This is Money
  • Vodafone sorry after police 101 telephone number and NHS 111 line both go down. The Herald

(Read more…)

Views - 15,712

White Papers


White Paper: The Outbound & Call Blending Chapter

The Outbound & Call Blending Chapter forms part of ‘The UK Contact Centre Decision-Maker’s Guide 2014′. It addresses how outbound calling is fundamentally different from inbound, and must be managed sensitively.

Download White Paper

White Paper: Evaluating On-premise vs Hosted Diallers

Predictive dialler solutions can be deployed on-premise or as a hosted service. This White Paper outlines the factors that will require careful consideration before determining which solution is right for your organisation – on premise or a hosted dialler.

Download White Paper

White Paper: Cloud Gazing – The Future of Contact Centre Technology

This report presents the results of a survey of 50 IT decision-makers at UK contact centres. It explains the benefits of using cloud systems, how cloud technology works and the questions you should ask any supplier of cloud-based technology.

Download White Paper

White Paper: 8 Key Steps to Improving the Retail Customer Experience

Whether a major international brand or a small online retailers, this paper will outline how all businesses can transform the customer experience by providing frontline staff with a simple engagement interface.

Download White Paper

Next Call Centre Helper Webinars

Free Webinar: 12 Interesting Things We Have Spotted this Year – That You Should Be Doing

Free Webinar: 10 Predictions for 2015

Free Webinar: 20 Tips for Improving Average Handling Time

Upcoming Events

9th Dec 2014

16th Jun 2015

Jonty's Tips

Jonty's Tip: Incentivise Overtime With a Stamp Card

overtime-stamp-185Here is a great idea to help incentivise overtime. (Read more…)

Views - 230

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