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Latest contact centre articles


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 - 683

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 - 356

The Top Stories of 2014

Here are our most popular articles of 2014.

Views - 818

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

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 - 286

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 - 180

Fraud Propelling Voice Biometrics

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

Views - 230

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 - 162

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 - 146

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 - 136

CCMA Awards Open for Nominations

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

Views - 109

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…)

Get to Know Your Digital Customers

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

Case Study: Colloquy Boosts Student Engagement

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

Poll – How Much Autonomy Do Your Agents Have?

During our webinar “How to Turn Agents Into Super Agents” our audience were asked “How much Autonomy do your agents have?”


(Read more…)

Views - 226

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…)

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


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

Views - 121

Wishing You All A Very Merry Christmas…


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

Views - 3,023

White Papers


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

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

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

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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 - 316

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