Latest articles


The Hidden Gems of Agent Desktop Software

Our panel of experts share the lesser-known features of Agent Desktop Software which you can enable to improve your contact centre. Read more...

Views - 285

Will Virtual Reality Replace Your Agents?

Is Virtual Reality the next trend set to shake up customer service? Kseniia Aksenova takes a look. Read more...

Views - 921

An Introduction to… Web Real-Time Communication (WebRTC)

Our experts take an in-depth look at what is Web Real-Time Communication (WebRTC) and how it can benefit your contact centre. Read more...

Views - 1,977

Latest blog posts

Losing Customers’ Trust is the Worst Penalty VW Will Face

Enough Of The Ideas, Where’s The Execution?

Celebrate Customers More Frequently and Less Formally

Latest news stories

Cartoon of the Month – When Pigs Fly

(Read more…)

Views - 260

Customer Contact Expo 2015 – Photos

CCExpo2015-185Can you spot yourself in our photos from Customer Contact Expo 2015? (Read more…)

Views - 610

Poll – When Did You Last Map Your Customers’ Journey?

Over a third of contact centres have never mapped their customers’ journey.
(Read more…)

Views - 297

Start Listening to Your Front-line Agents

listen-to-agents-185Simon Thorpe explains why more call centres should be listening to their front-line employees. (Read more…)

Views - 587

Will You Be Celebrating Customer Service Week?

balloon-185National Customer Service Week 2015 will commence on Monday 5th October. Here are some ideas on how you can celebrate. (Read more…)

Views - 827

Unhelpful Websites Drive up Phone Volume

dead-end-website-185Susannah Richardson explains why 60% of today’s phone volume comes from customers who couldn’t get an answer from the company’s website. (Read more…)

Views - 341

3 Ways to Decrease Customer Queue Frustration

on-hold-185David Ford explains 3 call-flow management techniques which can help you decrease customer frustration. (Read more…)

Views - 473

Is Your Dialler as Efficient as It Should Be?

outbound-efficiency-185Martyn King looks at the issues that influence dialler efficiency and how to overcome them. (Read more…)

Views - 193

New Research Validates Effectiveness of AMD+

answer-machine-185Ultracomms has published an independent study which validates the effectiveness of its new Answer Machine Detection solution. (Read more…)

Views - 136

“Double Act” Awards Evening – Winners and Photos

lead-awards-185The winners of the Quality & Customer Experience and Data, Analytics & Insight Awards have been announced. Can you spot yourself in the photos? (Read more…)

Views - 191

Cloud Supports Company Growth

cloud-185Research has revealed that NewVoiceMedia’s UK customers are growing at a rate beyond the international average. (Read more…)

Views - 143

New Compatibility Speeds up Deployment

speed-up-185Netcall’s Liberty platform is now compliant with key contact centre solutions from Avaya. (Read more…)

Views - 111

White Papers


White Paper: The Generation Game

This White Paper looks at the unique challenges having a multi-generational workforce brings to the contact centre, and how gamification can change the culture of your contact centre into one of knowledge sharing, support and empowerment.

Download White Paper

White Paper: Keeping Agents in Your Contact Centre

This White Paper is designed to give you the basics for how to understand and retain the call centre talent you need to succeed.

Download White Paper

Next Call Centre Helper Webinars

Free Webinar: What is the Best Metric for the Contact Centre?

Free Webinar: Making Customers Lives Easier

Free Webinar: 7 Ways to Drive Down Repeat Contacts

Free Webinar: Tune up Your Contact Centre Performance

Upcoming Events

8th Oct 2015

29th Oct 2015

18th Nov 2015

Jonty's Tips

Jonty's Tip: Dual Screens

dual-screen-185A simple way to make your agents more productive is to provide 2 large PC screens per agent. (Read more…)

Views - 160

Enghouse Digital Age Adverts
Button Adverts
Enghouse Digital Age Adverts

Latest from the Community
Jonty Pearce
Call Centre Helper is edited by Jonty Pearce

Last month (Sep 2015) we had 226,259 Readers and 538,605 page views

Join the Call Centre Community on LinkedIn

Follow us on Twitter or Google+
Read Jonty's Tips
Click here for a FREE SUBSCRIPTION
to Call Centre Helper

free newsletter
Latest news
How often do you put your agents through training exercises?

Popular Pages
Join the Discussion


call centre | call centre jobs | presentation | powerpoint templates | business helper