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Latest contact centre articles


The 5 Things Agents REALLY Want From Schedules

We asked our readers what their agents value most from scheduling. Here is what they said was important. Read more...

Views - 1,506

This Shouldn’t Happen to a Customer…

Carolyn Blunt reveals 5 things that companies should never do to their customers. Read more...

Views - 935

10 Icebreakers to Boost Contact Centre Inductions

Here are some tried and tested icebreaker activities to help get your inductions off to a great start. Read more...

Views - 1,003

Latest blog posts

5 Tests to Reveal how Customer Centric Your Channel Strategy Is

How Mobile Apps are Driving Social Media Into the Heart of Large Organisations

Brands can Drive Growth and Retention by Addressing Silent Complaints

Latest news stories

Poll – What Level of Agent Churn do You Have in Your Contact Centre?

During our webinar “How to Turn Agents Into Super Agents” our audience were asked for their “What level of agent churn do you have in your Contact Centre?”


(Read more…)

Views - 149

Average Speed to Answer Jumps by 27%

answer-time-185ContactBabel has revealed that Average Speed to Answer for contact centres has jumped by 27% – from 28.4 seconds to 36.1. (Read more…)

Views - 387

Replay and Slides from Webinar: Techniques to Make the Contact Centre More Powerful

syntec-webinar-newsletter141120In this webinar we looked at ways that the contact centre can become much more important within the business.

Thursday 20th November 2014 @ 1.00pm UK time.  Click here to view the replay (Read more…)

Views - 840

6 Things to Look for in a CRM System

hands-mplystems-185Susannah Richardson highlights 6 key requirements to look out for when choosing a Customer Relationship Management system. (Read more…)

Views - 388

Contact Centres Failing on First Contact Resolution

firstcontactres-185Research commissioned by Netcall has shown that 95% of UK consumers think contact centres fall short on First Contact Resolution. (Read more…)

Views - 259

5 Reasons You Should Embrace SIP

hand-five-fingers-185Martyn King explains why contact centres should start to pay attention to what Session Initiation Protocol (SIP) can offer. (Read more…)

Views - 235

One Week to Go for Best Respected Poll


The voting for our Best Respected Awards will be closing next week. Find out more about our nominees below and place your votes! (Read more…)

Views - 7,618

Are Your Customers Lost in the Multichannel Maze?

survey-evaluagent-185Take part in this short multichannel survey to win £250 of M&S vouchers. (Read more…)

Views - 173

Will Skype Transform the Contact Centre?

skype-185Richard McCrossan explains that there are 3 immediate benefits that Skype can bring to your contact centre.
(Read more…)

Views - 225

56% Offered Irrelevant Discounts

customer-discounts-185 56% of consumers claim they are regularly offered irrelevant rewards or discounts. (Read more…)

Case Study: Catalogue Retailer Improves Call Handling

catalogue-185Scotts Ltd have improved their call handling performance and monitoring capabilities with help from Syntec. (Read more…)

Views - 103

Signed, Steeled and Delivered

steel-185Barrett Steel has chosen Azzurri’s ICON Connect platform to help it consolidate its voice and data networks.
(Read more…)

Photos From Children in Need 2014


Our readers sent in some of their best photos showcasing their 2014 Children in Need fundraising efforts. (Read more…)

Views - 237

Call Centre News Round-Up

(Read more…)

Views - 15,629

White Papers


eBook: Building Profitable Relationships With Today’s Digital Customers

Today’s digital customer is mobile and multitasking, working across multiple channels and devices, often simultaneously. This eBook looks at how companies must completely transform their customer engagement strategy, to successfully attract and retain the digital customer.

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

White Paper: The Interaction Analytics Chapter

The Interaction Analytics chapter forms part of ‘The UK Contact Centre Decision-Maker’s Guide 2014′. It addresses how speech analytics can identify and repair broken business processes, solve compliance issues, enhance the customer experience and greatly improve agent quality and training.

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

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9th Dec 2014

Jonty's Tips

Jonty's Tip: Play Pass the Parcel Between Calls

pass-parcel-185Here is a fun idea that can liven the mood of the contact centre while agents are taking calls. (Read more…)

Views - 324

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