Latest contact centre articles


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 - 218

22 Ways to Improve First Contact Resolution

Our readers share their top tips for improving First Contact Resolution (FCR). Read more...

Views - 1,762

16 Mistakes to Avoid With Call Scripting

Our experts reveal the mistakes you need to avoid to create the very best call scripting experience for both your customers and your agents. Read more...

Views - 875

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 Headsets do you Use?

43% of contact centres are using noise cancelling headsets.
Which-headsets-do-you-use (Read more…)

Views - 315

2 Minutes on… Voice of the Customer Strategy

voiceofthecustomer-185Ashley Williamson looks at the four pillars of a successful Voice of the Customer strategy. (Read more…)

Views - 614

Don’t Miss Our Upcoming Webinars

webinar-185Our 2015 webinar series will be kicking off again on Thursday 23rd April. Here are some titles you can look forward to. (Read more…)

Views - 886

4 Steps to Better Resource Planning

clock-wfm-185Here are some ideas from Netcall to help you get the best results from your resource planning. (Read more…)

Views - 464

Survey – What Happens in Your Contact Centre?

newvoicemedia2-185Answer just 20 questions about your contact centre for your chance to win an Apple Watch Sport. (Read more…)

Views - 441

69% Randomly Select Calls for Agent Evaluations

businesssystems-random-185Business Systems have found that more than two-thirds of contact centres randomly select calls for agent evaluations. (Read more…)

Views - 383

74% Prevent Front-Line Success

agentstopped-18574% of contact centres admit to preventing their front line from providing the best possible customer experience. (Read more…)

Views - 325

Free 30-Day Trial for Scripting Software

quickscripts-185QuickScripts are offering free trials to show how their call guidance software can help agents through complex calls. (Read more…)

Views - 154

Awards Duo Make Their Debut

awards-185The Forum has announced two new awards programmes. (Read more…)

Views - 141

Case Study: PointCompany Increases Sales

injixo-workforce-185PointCompany has increased its sales and customer satisfaction through flexible workforce planning, using injixo WFM. (Read more…)

Views - 285

Winners and Losers – April 2015

golfer-winners-185This month we bring you news from Journeycall, Verint, NICE and NewVoiceMedia. (Read more…)

Views - 222

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: Best Practices in Call Quality Monitoring

Free Webinar: Latest Trends in Customer Service

Free Webinar: 10 Strategies for Social Customer Service

Webinar Week: 7 Ways to Improve Customer Satisfaction

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Jonty's Tips

Jonty's Tip: Automate Paper Processes

paper-185Still got paper moving around the contact centre? Automate it! (Read more…)

Views - 257

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