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What’s Happening in the World of Webchat?

Our readers answer your webchat FAQs… From how many webchats an agent should handle to what to do when a customer isn’t replying. Read more...

Views - 852
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Top Tips for Improving Contact Centre Shrinkage

Shrinkage is a key element of resource planning. Our panel give their tips on how to improve shrinkage. Read more...

Views - 613
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How to Survive Your Performance Review

Heather Foley explains how to turn your performance review into more than just a form-filling exercise. Read more...

Views - 603

Latest blog posts

7 Reasons Brand and CX are Disconnected

The Longest Lasting Emotions in Customer Experience

Revisiting Strategy: Does Effective Strategy Involve More Than Strategy?

Latest news stories

Poll – What Is The Next Channel You Will Add To Your Contact Centre?

During our webinar “Delivering a Consistent Multi-Channel Customer Experience” our audience were asked  “What Is The Next Channel You Will Add To Your Contact Centre?”

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(Read more…)

Views - 160

Best Respected Voting Now Closed

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The voting for our Best Respected Awards has now closed! (Read more…)

Views - 11,089

8 Ways to Personalise Customer Interactions

personalise-185Mike Donohue explains how you can personalise your customer interactions beyond greeting the customer by name. (Read more…)

Views - 420

Empowered Agents Provide Better Service

fish-aspect-185Paul Thomas explains how empowering your agents could help to boost employee engagement. (Read more…)

Views - 320

Movers and Shakers – November 2014

spinning-top-185This month we bring you news from NewVoiceMedia, Nice Systems, Interactive Intelligence, Webhelp UK, Echo Managed Services and Parseq. (Read more…)

Views - 220

Case Study: Cofely Optimises Scheduling

injixo-schedule-185Cofely have optimised their scheduling by implementing an injixo WFM system. (Read more…)

Views - 113

Noble Releases Upgrade

noble-185Noble Harmony v.4 has been released. (Read more…)

Free Webinar: 12 Interesting Things We Have Spotted this Year – That You Should Be Doing

Our experts will be sharing 12 key ideas that they have spotted over the past year.

Thursday 4th December 2014 @ 1.00pm UK time. Click here to register. (Read more…)

Views - 700

Plantronics Achieves DECT Security

plantronics-headset-185Plantronics’ CS500 and Savi 700 Series have been certified by the DECT Forum. (Read more…)

Case Study: Power Distributor Improves Efficiency

power-plant-nice-185A power distributor has improved its operational efficiency with a solution from NICE Systems. (Read more…)

Agents Host Talent Show

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Agents in Glasgow raised money for charity by hosting their own version of “Britain’s Got Talent”. (Read more…)

Call Centre News Round-Up

  • News In BriefComplaints to big six energy suppliers still rising, says Ofgem. The Guardian
  • Great customer service is key to free publicity. Business News Daily
  • Lloyds bans branch salesmen from contacting millions of customers who have asked not to be pestered. This is Money
  • Vodafone sorry after police 101 telephone number and NHS 111 line both go down. The Herald

(Read more…)

Views - 15,712

White Papers

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White Paper: The Outbound & Call Blending Chapter

The Outbound & Call Blending Chapter forms part of ‘The UK Contact Centre Decision-Maker’s Guide 2014′. It addresses how outbound calling is fundamentally different from inbound, and must be managed sensitively.

Download White Paper
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White Paper: Evaluating On-premise vs Hosted Diallers

Predictive dialler solutions can be deployed on-premise or as a hosted service. This White Paper outlines the factors that will require careful consideration before determining which solution is right for your organisation – on premise or a hosted dialler.

Download White Paper
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White Paper: Cloud Gazing – The Future of Contact Centre Technology

This report presents the results of a survey of 50 IT decision-makers at UK contact centres. It explains the benefits of using cloud systems, how cloud technology works and the questions you should ask any supplier of cloud-based technology.

Download White Paper
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White Paper: 8 Key Steps to Improving the Retail Customer Experience

Whether a major international brand or a small online retailers, this paper will outline how all businesses can transform the customer experience by providing frontline staff with a simple engagement interface.

Download White Paper

Next Call Centre Helper Webinars

Free Webinar: 12 Interesting Things We Have Spotted this Year – That You Should Be Doing

Free Webinar: 10 Predictions for 2015

Free Webinar: 20 Tips for Improving Average Handling Time

Upcoming Events

9th Dec 2014
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16th Jun 2015
London

Jonty's Tips

Jonty's Tip: Incentivise Overtime With a Stamp Card

overtime-stamp-185Here is a great idea to help incentivise overtime. (Read more…)

Views - 230

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