Latest articles


Will Virtual Reality Replace Your Agents?

Is Virtual Reality the next trend set to shake up customer service? Kseniia Aksenova takes a look. Read more...

Views - 834

An Introduction to… Web Real-Time Communication (WebRTC)

Our experts take an in-depth look at what is Web Real-Time Communication (WebRTC) and how it can benefit your contact centre. Read more...

Views - 1,268

How to Be a Leader in the Contact Centre

Dave Salisbury looks at the actions that drive good leadership in the contact centre. Read more...

Views - 1,432

Latest blog posts

Customer Experience: Keep it Simple Stupid

Approachable Customer Service

Whatever Happened to “The Best Service Is No Service”?

Latest news stories

Customer Contact Expo 2015 – Photos

CCExpo2015-185Can you spot yourself in our photos from Customer Contact Expo 2015? (Read more…)

Views - 451

Poll – When Did You Last Map Your Customers’ Journey?

Over a third of contact centres have never mapped their customers’ journey.
(Read more…)

Views - 193

Start Listening to Your Front-line Agents

listen-to-agents-185Simon Thorpe explains why more call centres should be listening to their front-line employees. (Read more…)

Views - 486

Will You Be Celebrating Customer Service Week?

balloon-185National Customer Service Week 2015 will commence on Monday 5th October. Here are some ideas on how you can celebrate. (Read more…)

Views - 605

Unhelpful Websites Drive up Phone Volume

dead-end-website-185Susannah Richardson explains why 60% of today’s phone volume comes from customers who couldn’t get an answer from the company’s website. (Read more…)

Views - 252

3 Ways to Decrease Customer Queue Frustration

on-hold-185David Ford explains 3 call-flow management techniques which can help you decrease customer frustration. (Read more…)

Views - 348

Is Your Dialler as Efficient as It Should Be?

outbound-efficiency-185Martyn King looks at the issues that influence dialler efficiency and how to overcome them. (Read more…)

Views - 151

New Research Validates Effectiveness of AMD+

answer-machine-185Ultracomms has published an independent study which validates the effectiveness of its new Answer Machine Detection solution. (Read more…)

Views - 102

“Double Act” Awards Evening – Winners and Photos

lead-awards-185The winners of the Quality & Customer Experience and Data, Analytics & Insight Awards have been announced. Can you spot yourself in the photos? (Read more…)

Views - 131

Cloud Supports Company Growth

cloud-185Research has revealed that NewVoiceMedia’s UK customers are growing at a rate beyond the international average. (Read more…)

Views - 118

New Compatibility Speeds up Deployment

speed-up-185Netcall’s Liberty platform is now compliant with key contact centre solutions from Avaya. (Read more…)

White Papers


White Paper: Keeping Agents in Your Contact Centre

This White Paper is designed to give you the basics for how to understand and retain the call centre talent you need to succeed.

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White Paper: PCI DSS in Contact Centres

This White Paper presents Syntec’s updated findings of their 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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Upcoming Events

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29th Oct 2015

Jonty's Tips

Jonty's Tip: Set Expectations on a Call

expectation-185The correct setting of expectations is a vital part of a good customer experience. (Read more…)

Views - 300

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