Latest from the Community

Latest contact centre articles


Overcoming 6 Barriers to Effective Homeworking

Getting home agents up and running isn’t always straightforward. Here is some advice on overcoming common problems. Read more...

Views - 216

8 Steps to Healthier Agents

Is it time to overhaul the sitting culture in your contact centre? Read more...

Views - 1,576

Latest blog posts

Quantity Versus Quality

Are You Stopping Some of Your Customers From Doing Business with You?

Are You an Introvert or Extrovert? New Definitions Are Revealing

Latest news stories

Poll – Do you personally use Skype?

During our webinar “Skype and the Contact Centre” our audience were asked  “Do you personally use Skype?”

Do-you-personally-use-Skype (Read more…)

Views - 186

Movers and Shakers – August 2014

movers-slide-185This month we bring you news from Magnetic North, Noble Systems and Bright UK. (Read more…)

Views - 312

Friday Live Chat – Making the Contact Centre a Great Place to Work

Live-chat-work-newsletter-ad-140829Our Live Chat series will be continuing @ 1pm on Friday (29th August) with a discussion on making the contact centre a great place to work. (Read more…)

Views - 982

58% of Australians Share Poor Experiences

NVM-speech-185NewVoiceMedia has found that 58% of Australian consumers will tell friends not to use a business following an inadequate experience. (Read more…)

Views - 305

Help Decide Next Year’s Webinar Programme

pencil-185Take part in our short survey and have your say about what we discuss in our 2015 webinar series. (Read more…)

Views - 205

What Do You Really Know About Churn?

churn-185Mike Hutchison attempts to set the record straight about 5 of the most common myths surrounding churn. (Read more…)

Views - 276

Are You Miscalculating Agents’ Holiday Pay?

suitcase-185The Supreme Court has agreed that holiday pay must include any allowances that are intrinsically linked to the performance of work – including commission. (Read more…)

Views - 236

Case Study: Miele Achieves PCI DSS Level 1

compliance-185The appliances manufacturer has become PCI compliant with help from Syntec Telecom. (Read more…)

Views - 174

Software Suite Certified

certified-185Interactive Intelligence’s Customer Interaction Center has been certified by The Joint Interoperability Test Command. (Read more…)

Agents Bike From London to Edinburgh


Agents in Glasgow have completed a static bike ride for charity – pedalling the equivalent of the distance from London to Edinburgh. (Read more…)

Call Centre News Round-Up

  • News In BriefEDF Energy pays penalty for mishandling customer complaints. Reuters
  • Ryanair launches business class in customer service overhaul. The Independent
  • Why personalisation is causing sleepless nights for marketers. Marketing Magazine
  • Third company from TV’s The Call Centre group collapses. Insider Media Limited

(Read more…)

Views - 14,674

White Papers


Whitepaper: PCI DSS in Call Centres – Summer 2014

Syntec Telecom and Davies Hickman Partners have conducted an investigation into how contact centre leaders and payment service providers (PSPs) are meeting the challenges of Payment Card Industry Data Security Standard (PCI DSS) and card payment security in UK enterprises.

Download White Paper

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Jonty's Tips

Jonty's Tip: The Customer Service Oscars

winning-trophy-185Everyone loves an awards ceremony, so why not set up an awards scheme for the contact centre?  (Read more…)

Views - 368

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