Latest articles

How to Make Exit Interviews Work for You

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

The UK Do Not Call List – An Industry Guide

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

25 Ways Technology Can … Increase Agent Productivity

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

It Isn’t Just What You Say, But How It Sounds When You Say It

How to Identify the Omnichannel Superstars in Your Contact Centre

Simple Doesn’t Mean Easy

Finally, a Company That Takes Customer Satisfaction Seriously

Latest News and Insights

How to Use Customer Feedback to Improve the Repairs Experience


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Views 180

Rostrvm Sponsors Outbound and Call Blending Guide


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Views 138

Ask the Expert – How to Really Empower your Agents

empower-webinar-newsletter-160512In 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.

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Views 720

Cartoon of the Month – New Recruitment Process

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Views 270

The UK Do Not Call List – An Industry Guide


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

Poll Results – Repeat Contact Volumes

In their usual contact volumes, over half of the industry reguarly deals with 10-24% of repeat contacts.
poll-what-percentage of-your-contact-volume-are-repeat-contacts
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Views 191

The Forum Celebrates Innovation Award Winners


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Views 565

Poll Results – Surveying Your Employees

Only 8% of contact centres survey their employees monthly.
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Views 356

Intelecom Adds Softphone Capability


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Views 348

How to Calculate Schedule Efficiency


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Views 683

Latest Downloads


White Paper: How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition)

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

White Paper: 5 Ways to Optimise Your Workforce for Customer Contact in a Social Marketplace

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

White Paper: The Guide to Delivering Personalised Service – Salesforce and ContactWorld

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

Upcoming Call Centre Helper Webinars

Ask the Expert – How to Really Empower your Agents

Key Customer Issues – Building a positive culture in the contact centre

Key Customer Issues – 10 Ways to exceed your customer’s expectations

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Editor's Tips

Megan's Tip: Reward Everyone for Great Customer Service


Here is a great idea to help make customer service the heart of your business. (Read more…)

Views 153
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