Latest articles


How to Make a Product Company More Customer-Centric

Kseniia Aksenova looks at the steps you can take to make your contact centre more customer-centric. Read more...

Views - 311

27 Ways to Get the Best Out of Your Metrics

Our readers and panel of experts share their top tips for getting the very best out of your contact centre metrics. Read more...

Views - 1,254

Is Your Contact Centre in Need of an Away Day?

Can’t remember the last time you reviewed your processes? It’s probably time you took your agents off the phones and treated them to an Away Day. Read more...

Views - 583

Latest blog posts

Esprit de Corps

Does Anyone Want a Bottle of Champagne?

Swisscom Bolsters its In-Field Customer Service through Crowd Sourcing

Latest news stories

Poll – Do You Measure Customer Effort?

Only 18% of contact centres measure Customer Effort.
(Read more…)

Views - 361

Customers Better Off With 03 Numbers

03-image-185Martyn King looks at the positive impact of switching to 03 numbers in your contact centre. (Read more…)

Views - 469

Let’s Chat… About Absence and Agent Retention

absence-150Sign into our chatroom at 1pm (UK time) on Thursday 26th November – and join our live, audience-led discussion on absence and agent retention. (Read more…)

Views - 1,415

Self-Service Won’t Fully Replace Agents

self-service-image-185Richard Pinnington explains why agents are still vital to the contact centre in the self-service era. (Read more…)

Views - 519

New Training Course for Team Managers

training-tuesday-newsletter-ad-151123Call Centre Helper have teamed up with Real Results Training to deliver an online training course for team managers and aspiring team managers.

(Read more…)

Views - 460

3 Strategies for Maintaining Business Continuity

dominoes-185Chris Key outlines three strategies for restoring data in your contact centre. (Read more…)

Views - 312

Movers and Shakers – November 2015

plane-185This month we bring you news from the CCMA, Sabio, EvaluAgent, Magnetic North, Enghouse Interactive, Jabra, Genesys, Interactive Intelligence and Kura. (Read more…)

Views - 513

Is It Time You Switched to Contact Centre as a Service?

mplsystems-185Mplsystems highlight the drivers of CCaaS and the benefits it could bring over a traditional premises-based contact centre platform. (Read more…)

Views - 311

NOA Awards 2015 – Winners Announced

noa-lead-185The winners of the National Outsourcing Association Awards 2015 have been announced. (Read more…)

Views - 209

White Papers


White Paper: Go Digital! Customer Service Demands and Innovations

This White Paper explores the potential of digital in a customer service context. It also looks at the key factors influencing the transformational journey. Key topics include understanding your customers’ digital profile and how digital behaviour is impacting every sector.

Download White Paper

White Paper: The Real and Emerging State of the Contact Centre (Survey Results 2015)

Intelecom reveals the results of the company’s latest survey on the contact centre of today and tomorrow.

Download White Paper

White Paper: Speech Analytics Goes Mainstream

This White Paper looks at how Speech Analytics has evolved to become an essential component of today’s best practice customer engagement strategies.

Download White Paper

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8th Dec 2015

Jonty's Tips

Jonty's Tip: Tackle Seasonal Peaks With Flexible Contracts

slinky-185Here is a great idea for handling seasonal peaks in your contact centre. (Read more…)

Views - 137

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