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Latest contact centre articles

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Fool’s Gold: Why You’re Rewarding the Wrong People

Lisa Binney looks at why many contact centres are inadvertently failing to recognise their best performers. Read more...

Views - 126
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5 More Exercises for Contact Centre Agents

Here are some more simple exercises you can try to help get everyone in your contact centre moving – even between calls! Read more...

Views - 1,701
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What to Look for When Buying… A WFM Solution

Our panel highlights the ‘must have’ features to look out for when buying a Workforce Management (WFM) solution. Read more...

Views - 609

Latest blog posts

What Can We Learn From Restaurants and Casinos?

What Sam Smith Teaches Us About Happiness at Work

How to Think Productively About Customer Experience?

Latest news stories

Cartoon of the Month – Your Call Is Important

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(Read more…)

Views - 119

Poll – What Would You Implement Next in Your Contact Centre?

You may be surprised at how many contact centres have video chat in the pipeline…
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(Read more…)

Views - 216

5 Reasons to Use Interaction Analytics

nexidia-185Jon Ezrine looks at the different ways interaction analytics can help improve your contact centre. (Read more…)

Views - 403

Replay and Slides From Webinar: Latest Trends in Multi-Channel Contact Centres

20150226-inin-webinar-newsletterThere has been a big explosion in multi-channel contact centres. Voice, email, webchat, surface mail, social media and now video chat are all being used in contact centres.

Thursday 26th February 2015 @ 1.00pm UK time. Click here to view the replay (Read more…)

Views - 674

Twitter Yet to Take Flight

twitter-185Social media is expected to account for just 11.5% of overall contact from customers in 2015. (Read more…)

Views - 299

Greater Visibility Needed for Field Workers

field-worker-185Paul White looks at how you can achieve real-time communication between field workers and the contact centre. (Read more…)

Views - 216

Linking Metrics Key to Performance Success

goldperformance-185Linking C-SAT, Productivity and Employee Engagement can help improve performance, according to the Gold Standard. (Read more…)

Views - 370

3 Benefits of Customer Service Technology

contactcentretech-185Dave Paulding reveals the reasons why you should implement contact centre technology. (Read more…)

Views - 235

Audio Processor Makes Debut

plantronics-185The Plantronics DA80 for customer service centres is now available to order. (Read more…)

Views - 117

Case Study: WorldRemit Improves Efficiency

nvm-185WorldRemit is using NewVoiceMedia’s ContactWorld solution to enhance its customer experience and improve business efficiencies. (Read more…)

Views - 136

White Papers

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White Paper: Connecting Customer Journeys

This Customer Success White Paper is an interview with Karen Bell-Wright, the Senior Vice President for Retail and Contact Centres for Emirates Airline. Find out what role Customer Experience plays in the Emirates Airline Business Strategy.

Download White Paper
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White Paper: Six Reasons to Choose a Cloud Contact Centre Solution from an Application Specialist

This White Paper explores why application specialists are the best option for IT leaders considering Contact Centre as a Service (CCaaS). It also looks at how they offer greater flexibility and return on investment because they develop their own platforms.

Download White Paper
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White Paper: How Gamification Can Help Improve Performance

Download this White Paper to find out how Atos increased productivity and agent performance. Also learn 10 rules for using gamification to boost morale, increase efficiency and enhance the customer experience.

Download White Paper

Next Call Centre Helper Webinars

Free Webinar: How to Improve First Contact Resolution

Free Webinar: The Best Ways to Exceed Customer Expectations

Free Webinar: 5 Steps to Streamlining Your IVR System

Free Webinar: 10 Clever Ways to Improve Call Centre Performance

Upcoming Events

Jonty's Tips

Jonty's Tip: Hand out Wearable Prizes to Liven up Your Contact Centre

hats-185Here is a fun idea to help liven the mood in your contact centre. (Read more…)

Views - 260

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Jonty Pearce
Call Centre Helper is edited by Jonty Pearce

Last month (Feb 2015) we had 228,239 Readers and 502,433 page views

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