Call Centre Helper

Want to improve your customer relationship?  Start first by looking at how you improve the internal customer relationships. Paul Cooper investigates. (Read more…)

Email seems to be the great contact centre taboo.  Everyone is doing it, but no one is talking about it.

We recently carried out a survey to see how people were using email in the contact centre and we asked James Barnes to analyse the findings.   (Read more…)

A replay and slides are available from our webinar on staffing challenges for smaller contact centres along with all of the Questions and Answers.  Click here to view the replay. (Read more…)

In the near future, employees who bring their own smartphones, iPads or similar devices to work and connect them to their employer’s networks could risk losing data with no way of getting it back. (Read more…)

This month we bring you news of a contract win for KC Contact Centres and award wins for Novacroft, NextiraOne, Confirmit and Magnetic North.  (Read more…)

Etihad Airways, the national airline of the United Arab Emirates, has opened its Manchester guest contact centre with a reception for government officials and local business leaders. (Read more…)

A recent webcast hosted by Interactive Intelligence has revealed key 2012 contact centre trends. (Read more…)

Call Centre Helper has 10 free passes to give away for our readers to attend Call Centre Summit Europe in London on 21st – 23rd March 2012. (Read more…)

Studio Moderna, the largest direct response retailer in Central and Eastern Europe, has chosen mplsystems’ intelligentContact solution to provide a customised multimedia solution to manage social media, email and e-commerce contact. (Read more…)

Aspect Software has helped FCS Financial increase the quality of customer service and improve response times. (Read more…)

Service Birmingham is celebrating National Apprenticeship Week (6 – 10 February) by spotlighting the achievements of one of its crop of successful young apprentices – Alex Bradley. (Read more…)

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

Olympic champion Daley Thompson opens West Bromwich call centre
Two-time Olympic decathlon champion Daley Thompson officially opened a new BT call centre in West Bromwich. BBC News

Salesforce launches virtual call centres
New software from Salesforce acts as a ‘virtual call centre’ for SMEs. The Telegraph

Manchester to become European HQ for Etihad
Airline Etihad has reiterated plans to make Manchester its European HQ, including doubling the size of its call centre. Manchester Evening News

Call centre staff made to pay for their own security checks
New recruits at Virgin Atlantic’s Swansea call centre are being asked to pay £25 for security checks. BBC News

Call centre jobs boost for Yorkshire
Sky is to create 150 call centre jobs in Yorkshire as it expands its internet TV services. Yorkshire Post (Read more…)

One of the things we quite often do in outbound contact centres is to use some words like “before we start, I need to ask you some security questions”. (Read more…)