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Latest contact centre articles

How NOT to please the social customer

angry-twitter-birds

Providing customer support on social media can be very effective, but it’s easy to get it wrong. Here are the most common pitfalls. (Read more…)

Views - 694

18 ways to improve outbound dialling

phone-keypad

Our panel share their tips on improving outbound dialling in the contact centre.
(Read more…)

Views - 369

360-degree feedback: How to avoid panic

people-in-360-degree

Heather Foley explains 360-degree feedback and how it can benefit your personal development. (Read more…)

Views - 384

Latest blog posts

What is Social Customer Care?

Twitter acquires GNIP and changes the social data game

Great conversations – Are they part of your work?

Latest news stories

Movers and Shakers – April 2014

funfairThis month we bring you news from Vizolution, Magnetic North, Jabra, Webhelp UK, CallScripter, Fusion Coventry and NewVoiceMedia. (Read more…)

Views - 247

Next webinars in the series…

webinar-imageNeed to keep up to date with all of the latest contact centre developments?

Why not sign up for some of our next webinars in our 2014 series?

(Read more…)

Views - 6,895

Get involved with Hidden Impairment Screening

computer-toolsISV Software are seeking contact centres to help launch a new tool to manage hidden disabilities. (Read more…)

Views - 221

One-day MBA programme launched

MBA-Button-CompThe CCA One-Day MBA Programme for Customer Experience is being held on 30th April in Edinburgh.
(Read more…)

Views - 259

Case Study: Sabio improves contact centre performance

calculator-financialsSabio are deploying a new solution for a financial services provider. (Read more…)

Views - 130

Use of banking apps doubles

money-appDaily usage of mobile banking applications has doubled in the last 12 months to 18.6 million transactions. (Read more…)

Views - 142

Last chance for conference bookings

ticketsThere is less than 2 weeks until the 2014 Customer Strategy and Planning conference in Brighton. (Read more…)

Poll – What barriers are preventing you from using better metrics?

During our webinar “Metrics that Matter” our audience were asked  “What barriers are preventing you from using better metrics?”
What-barriers-are-preventing-you-from-using-better-metrics (Read more…)

Views - 1,992

The Rise of the Cloud Contact Centre – White Paper

noble-whitepaper-adNoble Systems have released a White Paper called ‘The Rise of the Cloud Contact Centre’. (Read more…)

Views - 109

Nominations open for Contact Centre Awards

logo_awardsThe North West Contact Centre Awards are open for nominations. (Read more…)

White Paper: Cloud-based contact centre infrastructure

cloud-with-computer-miceNewVoiceMedia have released a report called ‘Cloud-Based Contact Centre Infrastructure Market Report’. (Read more…)

Elevating First Contact Resolution with Speech Analytics – Webinar

webinar-viewingCallMiner are presenting a free webinar called ‘Elevating FCR with Speech Analytics’ on Tuesday 22nd April. (Read more…)

Views - 130

“Find the Logo” competition

man-with-magnifying-glassCan you find all of the Call Centre Helper logos hidden in our call centre snapshot? (Read more…)

Call Centre News round-up

News In Brief

  • Banks and insurance firms told to stop using premium rate 0845 numbers. Mail Online
  • Agent wins iPad after landmark two millionth sale. Nottingham Post
  • New call centre jobs worth £18m a year. The Irish News
  • Power customer forced to watch her electricity meter for 39 days. Mail Online

(Read more…)

Views - 12,585

Jonty's Tip: Customer Journey Analysis

people-infront-red-graphHere’s an interesting technique.  Instead of doing the traditional scoring of calls, instead do a customer journey analysis. (Read more…)

Views - 295
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