Call Centre Helper

Latest from the Community

Poll – How long is your Average Handling Time?

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How to keep up advisor energy levels

How can we assist call centre agents to sustain their energy levels? Is providing sugary drinks really the best answer?

Author Alison Mathiebe explores. (Read more…)

Training Cheat Sheet – Creating Advocates

This week we bring you the third cheat sheet in our latest series of downloadable training materials. (Read more…)

Next webinars in the series…

6th June – Multi-channel Mayhem?

13th June – 10 Ways to Improve your NetPromoter scores

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Case study: Experian drives business change with speech analytics

Experian has adopted a speech analytics solution from Business Systems in order to better understand the customer and to provide the best possible service. (Read more…)

Launch of cashback for headsets scheme

Jabra UK have introduced a new cashback sales incentive to offer customers money back when they purchase selected Jabra devices. (Read more…)

Learning at Work day

Learning at Work Day takes place on Thursday, 23rd May 2013 and sees workplaces around the country promoting employee training and development by holding events and special learning activities. (Read more…)

Netcall approved for Government cloud supplier list

Netcall have been re-approved for the list of approved suppliers for the G-Cloud iii. (Read more…)

Ofcom research reveals extent of nuisance calls

A new Ofcom study into the problem of nuisance calls reveals the extent to which they are affecting UK consumers. (Read more…)

Solution engages web visitors for improved customer service

Genesys Proactive Engagement has just been launched, a new offering that increases web sales and first contact resolution for customer service. (Read more…)

Recruitment day success for contact centre

A new contact centre has received over 200 applications from potential employees after two successful open days. (Read more…)

Replay and slides from Webinar: Top 5 Workforce Management Myths

A replay and slides are available from our webinar on WFM myths and provide insights.  Click here to view the replay. (Read more…)

Contact centre team member wins dream trip

A Webhelp TSC team member is preparing for a dream break after beating off competition from hundreds of his colleagues. (Read more…)

Call Centre News round-up

Here is a quick round-up of the current call centre stories featured in the national, local press and Twitter.

• What’s your best tip for navigating the call centre maze? Which?

• Sick of getting stuck in the automated phone maze? One man has written all the shortcuts.  Daily Mail
• IBM puts supercomputer to work in robot call centre.  The Register
• CWU union claims O2 call centre workers ‘betrayed’.  BBC News
• Major new contract saves call centre jobs.  Selkirk Weekend Advertiser
• Sunderland call centre staff revamp garden.  Sunderland Echo

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Introduce agent self-evaluation

A powerful technique to improve performance is to introduce agent self-evaluation. (Read more…)