Latest contact centre articles


5 Practical Solutions for Tackling Staff Absence

Poor attendance in the contact centre can have a negative impact on everything from team morale to schedule adherence. Here are 5 ways to help manage the issue. Read more...

Views - 2,078

15 Steps to an Improved Customer Experience

Our readers share their advice on how you can deliver an improved customer experience. Read more...

Views - 860

12 Fun Ideas for Your Break-Out Room

Here are some ideas to help you create a break-out room your agents really want to spend time in. Read more...

Views - 914

Latest blog posts

Why You Should Collect Your Customers’ Digital Profiles

Red is Good, Green is Bad

3 Reasons Why People Say One Thing and Do Another

Latest news stories

Poll – Multiple Languages in the Contact Centre

19% of contact centres support more than 8 languages in their contact centre.

(Read more…)

Views - 230

Holidays Increase Job Satisfaction

holiday-18571% of yearly holidaymakers feel satisfied with their job, compared to just 46% of those who never take a holiday. (Read more…)

Views - 294

Free Webinar: The Future of Customer Service

20150604-plantronics-webinar-newsletterOur webinars are taking a break for half term. Join us next Thursday for our webinar on the future of customer service.

(Read more…)

Views - 543

Survey – How Much Do Your Agents Earn?

survey-money-185Working in the North East? Take part in this short survey and tell us what your agents earn. (Read more…)

Views - 306

New Upgrade Keeps the Conversation Going

upgrade-conversation-185The Jabra Evolve series has been upgraded to include an Intelligent Call Transfer functionality for Skype for Business. (Read more…)

Views - 213

Case Study: Housing Association Reduces Time to Answer

houses-reduce-185Genesis has reduced its average time to answer from 100 seconds to 80 seconds with help from Bright. (Read more…)

Views - 248

5 Ways to Improve Your Communications Strategy

new-communications-185Nick Applegarth explains how you can make the most out of your Unified Communications technology. (Read more…)

Views - 355

Winners and Losers – May 2015

football-movers-shakers-185This month we bring you news from Genesys, LiveOps and The National Outsourcing Association. (Read more…)

Views - 181

Smarter Working Put into Practice

paris-working-185Plantronics has announced the official opening of its newest Simply Smarter Office in Paris, France. (Read more…)

Views - 153

Finalists Put Through Their Paces

paces-185The Professional Planning Forum have held their first Finalist Day to judge the new National Planning awards. (Read more…)

UK National Contact Centre Awards 2015 – The Winners

ccma-leadimage-185The winners of this year’s UK National Contact Centre Awards have been announced. (Read more…)

Views - 189

White Papers


White Paper: 5 Steps to Building a Customer Experience Driven Contact Centre

This White Paper looks at the 5 steps that will take your customer experience to the next level, delivering effortless customer journeys that are proactive and personalised while maximising company productivity.

Download White Paper

White Paper: The Truth About Cloud Contact Centre Security

Magnetic North research has uncovered a disconnect between the perception and the reality of just how secure cloud contact centres are. This White Paper aims to tackle some of the myths head on.

Download White Paper

Next Call Centre Helper Webinars

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Jonty's Tips

Jonty's Tip: Trust Your Agents to Do the Right Thing

trust-bricks-185It is common for agents to have to adhere to a long list of rules at work – and this does nothing for morale. (Read more…)

Views - 344

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Jonty Pearce
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