Carolyn Blunt explains which questions you need to ask in your exit interviews and what to do with the information you collect. Read more...Views 303
Our panel of experts reveal the features of popular contact centre technologies that can help increase agent productivity. Read more...Views 1,710
Latest blog posts
Latest News and Insights
In this webinar we ask our panel for their advice on the best ways to introduce and maintain agent empowerment – from measurement to ownership, and from technology to shift patterns.Thursday 12th May 2016 at 1pm UK time.
In this article, we look at the UK’s “do not call” list and explain why it is so important for contact centres to cross-reference their data against it. (Read more…)Views 402
In their usual contact volumes, over half of the industry reguarly deals with 10-24% of repeat contacts.
Only 8% of contact centres survey their employees monthly.
Throughout March 2016, Call Centre Helper readers were invited to take part in an ‘Are You Delivering Exceptional Customer Service?’ survey. Over 350 contact centre professionals took part, and we’re delighted to share the results with you.Download White Paper
In a social media saturated, mobile marketplace, the challenge is to interact with customers more flexibly, while still delighting them with quality. This White Paper explores how workforce optimisation (WFO) enables organisations to step up to this challenge.Download White Paper
It has become increasingly important to provide exceptional personalised service to your customers. This White Paper explores how integrating ContactWorld with Salesforce in the cloud can enable real-time routing, solve the omnichannel challenge and bring in self-service IVRs.Download White Paper
Here is a great idea to help make customer service the heart of your business. (Read more…)Views 153
Forumon8 hours ago
Commentson8 hours ago
Commentson12 hours ago
Commentson1 day ago
Forumon4 days ago
Forumon5 days ago