Latest contact centre articles


19 Ways to Exceed Your Customers’ Expectations

Our readers share their tips on how you can exceed your customers’ expectations. Read more...

Views - 1,562

An Introduction to… Voice Biometrics

Our experts take an in-depth look at what is Voice Biometrics and how it can benefit your contact centre. Read more...

Views - 722

10 Ways to Fundraise in Your Contact Centre

Fundraising is a great way to boost morale in your contact centre and help a good cause. Here are some fun activities you could try. Read more...

Views - 706

Latest blog posts

What Does It Take to Close the Customer Experience Gap?

It’s Renewal Time Again & How Insurance has Moved on… or Not.

Customer Service Is About Changing Feelings and Creating Good Memories

Latest news stories

Poll – Which Channels Have the Highest Customer Effort?

Social media requires the least customer effort.

Which-channels-have-the-highest-Customer-Effort (Read more…)

Views - 271

Constant Interruptions Driving Need for Speed

busy-interrupted-185Jeremy Payne looks at how ‘The Age of Interruption’ is making quick and easy service even more necessary for today’s customers. (Read more…)

Views - 455

Replay and Slides From Webinar: Best Practices in Call Quality Monitoring

20150423-bsl-webinar-newsletterCall Quality Monitoring is a great way to improve the customer experience and to ensure consistent service.  But it can be notoriously difficult to get right and to get employees to buy in to.

In this webinar we looked at best practices to improve call quality monitoring.

(Read more…)

Views - 1,068

New Solution Reduces IVR Frustration

happyivr-185NICE has launched IVR Journey Analytics. (Read more…)

Views - 408

Could CLI Localisation Improve Your Contact Rate?

phone-185Martyn King explains what CLI localisation is and how it can increase your contact rate. (Read more…)

Views - 182

From Service Desk to Customer Service Centre

transform-185Susannah Richardson looks at how you can transform your service desk into a customer service centre. (Read more…)

Views - 417

New Dialler Support to Help Avoid Fines

meeting-hostcomm-185Hostcomm is working with their clients to ensure they know how to keep their predictive diallers Ofcom-compliant. (Read more…)

Views - 360

Nominations Open for North West Awards

startaward-185The nominations process is now open for the North West Contact Centre Awards 2015. (Read more…)

Views - 107

Consistency Key to Customer Experience

consistent-experience-185There are 3 key ways to create a consistent customer experience, according to Netcall. (Read more…)

Views - 203

Movers and Shakers – April 2015

jetski-185This month we bring you news from David Appleby, Answer-4u and Nexidia. (Read more…)

Views - 131

White Papers


White Paper: Are Your Customers Lost in the Multichannel Maze?

EvaluAgent set out to find out whether contact centres are simply adding new channels or implementing a genuine multichannel strategy. This report confirms that multichannel is a reality, but the contact centre industry still has a long way to go.

Download White Paper

White Paper: Driving Service Excellence and Increased Revenue

This White Paper looks at how British Gas uses speech analytics to analyse and search 100% of recorded calls to drive service excellence and increased revenue across multiple centres and thousands of agents.

Download White Paper

White Paper: 7 Most Popular Myths About Cloud Contact Centres Dispelled

Many in the contact centre world cite 7 common myths as reasons not to migrate to Contact Centre as a Service (CCaaS) with a cloud-based contact centre solution. In this White Paper, Klaas van der Leest dispels these myths.

Download White Paper

Next Call Centre Helper Webinars

Free Webinar: Latest Trends in Customer Service

Free Webinar: 10 Strategies for Social Customer Service

Webinar Week: 7 Ways to Improve Customer Satisfaction

Webinar Week: How To Integrate Email, Voice and Chat into the Contact Centre

Upcoming Events

16th Jun 2015

18th Jun 2015

Jonty's Tips

Jonty's Tip: Host an Agent Appreciation Day

thanks-185Here is a great idea for helping your agents bond with their team mates. (Read more…)

Views - 377

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