Latest articles


The Hidden Gems of Agent Desktop Software

Our panel of experts share the lesser-known features of Agent Desktop Software which you can enable to improve your contact centre. Read more...

Views - 213

Will Virtual Reality Replace Your Agents?

Is Virtual Reality the next trend set to shake up customer service? Kseniia Aksenova takes a look. Read more...

Views - 895

An Introduction to… Web Real-Time Communication (WebRTC)

Our experts take an in-depth look at what is Web Real-Time Communication (WebRTC) and how it can benefit your contact centre. Read more...

Views - 1,842

Latest blog posts

Paying People to Lie

You’re Not Entitled to a 10

Customer Experience: Keep it Simple Stupid

Latest news stories

Cartoon of the Month – When Pigs Fly

(Read more…)

Views - 177

Customer Contact Expo 2015 – Photos

CCExpo2015-185Can you spot yourself in our photos from Customer Contact Expo 2015? (Read more…)

Views - 532

Poll – When Did You Last Map Your Customers’ Journey?

Over a third of contact centres have never mapped their customers’ journey.
(Read more…)

Views - 241

Start Listening to Your Front-line Agents

listen-to-agents-185Simon Thorpe explains why more call centres should be listening to their front-line employees. (Read more…)

Views - 547

Will You Be Celebrating Customer Service Week?

balloon-185National Customer Service Week 2015 will commence on Monday 5th October. Here are some ideas on how you can celebrate. (Read more…)

Views - 756

Unhelpful Websites Drive up Phone Volume

dead-end-website-185Susannah Richardson explains why 60% of today’s phone volume comes from customers who couldn’t get an answer from the company’s website. (Read more…)

Views - 309

3 Ways to Decrease Customer Queue Frustration

on-hold-185David Ford explains 3 call-flow management techniques which can help you decrease customer frustration. (Read more…)

Views - 439

Is Your Dialler as Efficient as It Should Be?

outbound-efficiency-185Martyn King looks at the issues that influence dialler efficiency and how to overcome them. (Read more…)

Views - 179

New Research Validates Effectiveness of AMD+

answer-machine-185Ultracomms has published an independent study which validates the effectiveness of its new Answer Machine Detection solution. (Read more…)

Views - 129

“Double Act” Awards Evening – Winners and Photos

lead-awards-185The winners of the Quality & Customer Experience and Data, Analytics & Insight Awards have been announced. Can you spot yourself in the photos? (Read more…)

Views - 173

Cloud Supports Company Growth

cloud-185Research has revealed that NewVoiceMedia’s UK customers are growing at a rate beyond the international average. (Read more…)

Views - 132

New Compatibility Speeds up Deployment

speed-up-185Netcall’s Liberty platform is now compliant with key contact centre solutions from Avaya. (Read more…)

Views - 106

White Papers


White Paper: Keeping Agents in Your Contact Centre

This White Paper is designed to give you the basics for how to understand and retain the call centre talent you need to succeed.

Download White Paper

White Paper: PCI DSS in Contact Centres

This White Paper presents Syntec’s updated findings of their investigation into how contact centre leaders and payment service providers (PSPs) are meeting the challenges of Payment Card Industry Data Security Standard (PCI DSS) and card payment security in UK enterprises.

Download White Paper

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Jonty's Tips

Jonty's Tip: Set Expectations on a Call

expectation-185The correct setting of expectations is a vital part of a good customer experience. (Read more…)

Views - 326

Hostcomm - Evaluating On-premise vs Hosted Diallers
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Hostcomm - Evaluating On-premise vs Hosted Diallers

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Jonty Pearce
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