Latest from the Community

Latest contact centre articles

trends-spotted2-510

Trend Spotting: What’s Going on in Contact Centres Right Now?

We asked our readers to identify the latest trends hitting their contact centres. Read more...

Views - 1,212
slotmachine1-510

How Do I… Create a ‘Channel of Choice’ Experience?

Our panel of experts reveal the best ways to implement a true ‘channel of choice’ experience. Read more...

Views - 659
bestof2014-185

The Top Stories of 2014

Here are our most popular articles of 2014. Read more...

Views - 1,047

Latest blog posts

Top Ten Mistakes Cultures Make With Customer Experience

B2B Blogging: Why It’s Essential and How It Often Goes so Horribly Wrong

Customer Behaviour is Changing: Check Your Assumptions

Latest news stories

Poll – How Do You Measure First Contact Resolution?

During our webinar “Improving First Contact Resolution” our audience were asked “How do you measure First Contact Resolution?”

how-do-you-measure-first-contact-resolution(v2)

(Read more…)

Views - 202

What Does 2015 Hold for the Contact Centre?

crystalball-185Richard Kenny explores what the future may hold for the contact centre industry in 2015. (Read more…)

Views - 560

2 Minutes on… Increasing Sales

brightsales-185Mats Rennstam takes a look at how to increase sales in your contact centre – without treating your customers unfairly. (Read more…)

Views - 319

Fraud Propelling Voice Biometrics

sabio-185Stuart Dorman explains how the need to tackle fraud is accelerating the development of voice biometrics. (Read more…)

Views - 461

Stick or Twist… Switch to the Cloud?

cloud-185Darren Deehan ponders when is the right time for you to abandon your on-premises applications. (Read more…)

Views - 305

Case Study: Housing Group Connects Customer Experience

housing-185Together Housing Group has connected its customer experience across 5 contact centres with help from mplsystems. (Read more…)

Views - 214

Ignore Customers at Your Peril

coffee-185Dana Jones explains just how important it is to monitor customer interactions – and turn these into actionable information. (Read more…)

Views - 215

CCMA Awards Open for Nominations

openawards-185The nominations process has opened for the 20th annual UK National Contact Centre Awards. (Read more…)

Views - 174

Agents and Technology Must Work Together

worktogether-185Andy Smith explains why empowered agents and sentiment analytics solutions need to join forces to collect actionable insights. (Read more…)

Views - 134

Get to Know Your Digital Customers

handshake-185Richard McCrossan explains what organisations should be doing to truly understand their digital customers. (Read more…)

Views - 108

Case Study: Colloquy Boosts Student Engagement

graduates-185Colloquy has boosted student engagement with help from NewVoiceMedia. (Read more…)

Big Six Lack Pre-Emptive Customer Strategy

energy-185Les Cooper explains why utility companies need to do more to improve service with current customers, or risk losing them. (Read more…)

Views - 106

Shortlist Announced

finalists-185The Forum have announced the fourteen organisations shortlisted for the Customer Contact Innovation Awards. (Read more…)

Case Study: Avantia Delivers Service Excellence

intint-house-185Avantia has chosen an Interactive Intelligence solution to drive forward customer service excellence in its contact centres. (Read more…)

Agents Wrap Up For Christmas Jumper Day

echo-2-510

Agents across the country got involved in Save the Children’s Christmas Jumper Day. Here are some of their best snapshots. (Read more…)

Views - 205

Wishing You All A Very Merry Christmas…

christmas2-510

Call Centre Helper will be back in your inbox on Thursday 8th January 2015. (Read more…)

Views - 3,038

White Papers

20141128-noblesystems-white-paper

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
20141126-hostcomm-white-paper

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
20141119-moxie-white-paper

eBook: Building Profitable Relationships With Today’s Digital Customers

Today’s digital customer is mobile and multitasking, working across multiple channels and devices, often simultaneously. This eBook looks at how companies must completely transform their customer engagement strategy, to successfully attract and retain the digital customer.

Download White Paper

Next Call Centre Helper Webinars

Free Webinar: 10 Predictions for 2015

Free Webinar: 20 Tips for Improving Average Handling Time

Free Webinar: The Top 5 Contact Centre Strategies

Upcoming Events

14th Jan 2015
Strathclyde

21st Jan 2015
Cardiff

22nd Jan 2015
Coventry

5th Feb 2015
Sunderland

Jonty's Tips

Jonty's Tip: Attrition Problems? Try Home Agents

houses-185If your contact centre is plagued by staff turnover then it may be worth trying home agents. (Read more…)

Views - 347

IntInt CaaSFlexible ad
Button Adverts
IntInt CaaSFlexible ad

Editor's Pick
Editor
Jonty Pearce
Call Centre Helper is edited by Jonty Pearce

Last month (Nov 2014) we had 217,473 Readers

Join the Call Centre Community on LinkedIn

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

free newsletter
Latest news
Directory
Poll
Does Average Handling Time have a place in the future of customer service?




Popular Pages
Join the Discussion
 
call centre | call centre jobs | presentation | powerpoint templates | business helper