Call Centre Helper

In ten years, how will organisations interact with their customers?

Dani Muir explores how a member of the public might contact an organisation in 2022. (Read more…)

Abhinit Gogia thought that his colleagues in the contact centre were looking dull and uninterested.  On his way home, he thought of an idea that would get everyone going.

Read on to find out what he did…. (Read more…)

A replay and slides are available from our webinar on cloud contact centres along with all of the Questions and Answers.  Click here to view the replay. (Read more…)

npower is recruiting for 200 new positions in the North East by the end of March 2012.  (Read more…)

In a typical working week, people spend on average 5 hours and 41 minutes per day sitting at their desk and 7 hours sleeping at night. Prolonged sitting at your desk is not only bad for your physical health, but potentially your mental well-being. (Read more…)

There has been a bustling start to the New Year with many industry appointments at companies including Fusion, Journeycall, Data8, the National Outsourcing Association, Novacroft and bss. (Read more…)

From October this year, all employers will start being legally required to automatically enrol their employees into a qualifying pension scheme. (Read more…)

The Call Centre & Customer Services Summit already has 81 call & contact centres registered to attend the event in April which takes place at Whittlebury Hall Hotel & Spa in Northamptonshire. (Read more…)

Interactive Intelligence is hosting a no-cost Web event titled “2012 Key Contact Centre Trends and Priorities: How You Can Be Ready.” (Read more…)

Just as SMEs (small to medium size enterprises) are a major driver of the UK economy, small to medium size operations (up to 100 agents) represent the vast majority of call centres in the UK and elsewhere.  Join us on Thursday 9th February 2012 at 1.00 pm for this interactive webinar on Challenges and Strategies for Small/Medium Size Call Centres.  Click here to register. (Read more…)

Deputy Prime Minister Nick Clegg has officially opened outsourcer Ant’s fourth contact centre. (Read more…)

Here is a quick round-up of the current call centre stories featured in the national and local press.

Saga confirms Hastings call centre plan
Insurance company Saga has confirmed its plans to employ an extra 500 at its Hastings call centre this year. BBC News

Virgin Media to close Waterfront office
Virgin Media is to move many call centre workers to Birmingham after announcing the closure of its office at The Waterfront, Brierley Hill. Dudley News

Severn Trent calls in extra staff to deal with expected freeze
Water company Severn Trent has made preparations to bring in extra call centre staff to deal with an expected cold spell. Express & Star

80 new call centre jobs for Peterborough
Peterborough call centre Fusion is hoping to hire up to 80 new workers by the end of the month. Peterborough Today

Paragon starts work on new call centre
Fit-out specialists Paragon Interiors Group have started work on a new AXA call centre in Ipswich. Place North West

Taxi firm installs new technology to aid customer service
Glasgow Taxis Ltd has invested in £1.8m of telephone technology and call centre training to improve customer service and safety. BBC Scotland (Read more…)

Challenge the Data Protection Act guidelines in your company.  These can frequently present a barrier between you and the customer and can be very inappropriate – particularly when dealing with someone who is ill, or has recently died.

They are often used as a smokescreen for bad practice.  Challenge the guidelines and streamline them where possible.