Latest articles


Is Your Contact Centre in Need of a Re-Design?

Steve West looks at why so many UK operations are still behind the curve when it comes to advances in contact centre environment design. Read more...

Views - 766

How to Personalise Customer Interactions

Here is some practical advice on how to personalise customer interactions in your contact centre. Read more...

Views - 557

Sales Through Service: The Right Way to Up-sell in the Contact Centre

Martin Taylor highlights that up-selling need not be upsetting. Read more...

Views - 811

Latest blog posts

Why Customer Hubs Accelerate Your Digital Agenda

Whatsup With Social Customer Service?

Amazon’s Destructive Culture Exposed – Or Not?

Latest news stories

80% in 20 Seconds? Think Again

8020image-185Research has shown that, despite the industry standard of 80% of calls being answered within 20 seconds, a significant number of contact centres are moving above that target. (Read more…)

Views - 942

Next Webinars in the Series

webinar-registration-image-2-185Our Autumn 2015 webinar series will kick off on Thursday 10th September. Find out more about the topics and how you can register. (Read more…)

Views - 436

Customer Contact Expo Announces Conference Line-Up

line-up-expo-185Customer Contact Expo has announced its conference programme for its 2015 event. (Read more…)

Views - 205

Poll – KPIs for Social Customer Service

Response Time and Customer Satisfaction are the most popular KPIs for measuring social customer service.
(Read more…)

Views - 438

Video Collaboration Announced

video-185Verint Systems has announced a collaboration to bring video to customer engagement centres. (Read more…)

Views - 195

Case Study: Utility Company Expands Customer Channels

electricity-185A natural gas and electric utility company with nearly 700,000 customers has upgraded its contact centre capabilities with LiveOps. (Read more…)

Views - 127

New Solution Personalises Customer Experience

personalise-185NewVoiceMedia has launched ContactWorld Quickstart for the SMB market. (Read more…)

Views - 109

Case Study: Furnishings Store Decreases Planning Workload

furniture-185A furnishings store has achieved a 40% decrease in their planning workload since introducing WFM software from injixo. (Read more…)

Winners and Losers – September 2015

winners-losers-horse-september-185This month we bring you news from VoltDelta, NICE Systems and InVision. (Read more…)

Views - 105

White Papers


White Paper: DMG 2014-2015 Speech Analytics Market Report

DMG Consulting evaluates the performance of the 7 leading contending vendors at a detailed level in this independent report and survey.

Download White Paper

White Paper: Guide to Channel Choice for Low Effort Customer Experience

Is there any logic to choosing channels, or is it just a case of providing an ever widening choice? Intelecom believes there is. This White Paper lays out a number of ways in which organisations can improve their channel strategy.

Download White Paper

White Paper: Speech Analytics

Speech analytics technology has been available for a number of years now, but there is still a reluctance to invest. Incorporating industry survey feedback, this White Paper addresses key contact centre concerns and how these can best be alleviated.

Download White Paper

Next Call Centre Helper Webinars

Free Webinar: 5 Key Features of Call Centre Design

Free Webinar: The Latest Call Centre Trends

Free Webinar: The Best Ways to Improve Customer Satisfaction

Free Webinar: Best Practices for Voice, Email and Webchat

Upcoming Events

15th Sep 2015

Jonty's Tips

Jonty's Tip: Get the Processes Right

prosesses-185Want to see a radical improvement in performance? Get the processes right. (Read more…)

Views - 388

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