Latest from the Community

Latest contact centre articles


33 Quick Wins for Performance and Quality

Our readers share their tips on maintaining high performance and quality in the contact centre. Read more...

Views - 1,393

10 Steps to Chairing a Great Meeting

Heather Foley outlines the key things you should be doing to ensure your next meeting is a success. Read more...

Views - 526

The Contact Centre Hierarchy of Needs

Here is an interesting idea that we came across – based on Maslow’s Hierarchy of Needs. Read more...

Views - 1,084

Latest blog posts

Social Customer Service: Talk is Cheap, Action’s Much Tougher!

Customer & Leadership: Is There a Formula / Recipe for Success?

How to Make or Break Your Customer Experience

Latest news stories

Poll – How long is your Average Handling Time (AHT)?

The viewers of our webinar “10 Smart Ways to Improve Average Handling Time” were asked “How long is your Average Handling Time (AHT)?”


(Read more…)

Views - 141

Contact Centre Experts – Who Have We Missed?


You only have until 5pm on Wednesday 5th November to place your nominations! Is there anyone else you think should be on the list? (Read more…)

Views - 778

Free Webinar: Best Practices for Using Web Chat

In this webinar we will be looking at best practices for using Live Web Chat in the contact centre – where, when and how to offer it.

Thursday 6th November at 1pm. Click here to register.
(Read more…)

Views - 425

5 Steps to Great Phone Etiquette

phone-etiquette-185Dawn Ellis highlights 5 simple ways to improve phone etiquette in the contact centre – and keep your customers smiling. (Read more…)

Views - 672

Virtualisation on the Increase

virtualisation-18538% of organisations now rely solely on virtualised contact centres. (Read more…)

Views - 198

Movers and Shakers – October 2014

surfer-shakers-185This month we bring you news from Magnetic North, Ultra Communications, Syntec, Sabio, The Forum, NewVoiceMedia, Azzurri and Rostrvm. (Read more…)

Views - 289

The Reality of Address Errors

disappointed-185Through a series of tweets, Alison Brundle takes a look at the issues call centres face when address data isn’t kept up to date. (Read more…)

Views - 230

Last Chance for Award Nominations

awards-185Industry professionals have until 5th November to place their nominations for the Welsh Contact Centre Awards 2014. (Read more…)

Views - 102

Speed Vital to Speech Analytics

speed-185Jason Napierski looks at why it’s important to see results from speech analytics in a timely manner. (Read more…)

Case Study: C.A.R.S. becomes PCI compliant

pci-compliance-185Creditlink Account Recovery Solutions Ltd has chosen a solution from Magnetic North to ensure its agents are PCI compliant. (Read more…)

Green-Fingered Agents Help Their Local Park


A group of agents in Sunderland have helped their local park to maintain its ‘green’ status. (Read more…)

Call Centre News Round-Up

  • News In BriefNuisance calls and texts targeted by fines plan. BBC News
  • Within 25 years jobs such as call centre and warehouse operatives will become redundant. Daily Mail
  • Customers plagued by nuisance calls from bank. This Is Money
  • BBC’s “The Call Centre” wins Factual Series award at British Academy Cymru Awards. South Wales Evening Post

(Read more…)

Views - 15,403

White Papers


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

White Paper: Restoring Trust in the Energy Sector

This white paper outlines how complaints and a breakdown of trust between the public and energy providers could be resolved if information can be delivered to customers in a clear, engaging and transparent way through the existing telephony channel.

Download White Paper

Next Call Centre Helper Webinars

Free Webinar: Best Practices for Using Web Chat

Free Webinar: Delivering a Consistent Multi-Channel Customer Experience

Free Webinar: Techniques to make the Contact Centre More Powerful

Upcoming Events

5th Nov 2014

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Jonty's Tips

Jonty's Tip: Improve Attendance With a Weekly Lunch

lunch-185Here is a great way to help boost attendance in your contact centre. (Read more…)

Views - 225

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