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	<title>Call Centre Helper</title>
	<link>http://www.callcentrehelper.com</link>
	<description>The UK's most popular call centre magazine</description>
	<lastBuildDate>Tue, 16 Mar 2010 17:10:20 +0000</lastBuildDate>
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		<title>Conversational selling</title>
		<description><![CDATA[
As the UK economy moves slowly out of recession, the attention for many executives is fuelling business growth. And that means making the most of every selling opportunity.
One technique that potentially applies to all of these areas is conversational selling.
What is Conversational selling?
Conversational selling is all about changing the nature of sales conversations that take place [...]]]></description>
		<link>http://www.callcentrehelper.com/conversational-selling-9342.htm</link>
			</item>
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		<title>The top words and phrases customers use to express their dissatisfaction</title>
		<description><![CDATA[We have already looked at the Top 25 positive words and phrases so we thought with speech analytics and emotion detection being in the spotlight, we would look at the key words and phrases that customers use to express their dissatisfaction.
This might help with agent training&#8230;.
Combine the list below with the tone of the customer&#8217;s [...]]]></description>
		<link>http://www.callcentrehelper.com/the-top-words-and-phrases-customers-use-to-express-their-dissatisfaction-9346.htm</link>
			</item>
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		<title>Less than a fifth of companies have embraced Twitter for customer service</title>
		<description><![CDATA[With Twitter expected to serve its 10 billionth tweet last week, just 16 of the UK&#8217;s top 100 companies are using the social networking site to chat with customers. 
The sidelining of Twitter as an informal communication channel could well be costing them dearly - 20 per cent of &#8216;tweets&#8217; contain a reference to a product [...]]]></description>
		<link>http://www.callcentrehelper.com/less-than-a-fifth-of-comapniese-have-embraced-twitter-for-customer-service-9362.htm</link>
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		<title>New job salaries are up by 5 per cent</title>
		<description><![CDATA[Demand from UK employers for new workers rose steadily upwards in February. The number of new job opportunities increased by one per cent compared to January, with average salaries up by five per cent.
However active job-seekers have flooded back into the job market in 2010 at a much faster rate than new jobs, as returning consumer [...]]]></description>
		<link>http://www.callcentrehelper.com/new-job-salaries-are-up-by-5-per-cent-9351.htm</link>
			</item>
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		<title>Wokingham Borough Council turn to NewVoiceMedia for telephony support</title>
		<description><![CDATA[
With Wokingham having one of the highest computer literacy rates in the UK, the Council had to consider the innovative ways that they could communicate with their customers.
 Overview
Situated in the Royal County of Berkshire the Wokingham Borough is made up of 17 parishes and towns, each with their own distinctive character. It offers a [...]]]></description>
		<link>http://www.callcentrehelper.com/wokingham-borough-council-turn-to-newvoicemedia-for-telephony-support-9366.htm</link>
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		<title>North East call centre commits to staff development</title>
		<description><![CDATA[Garlands Call Centres has introduced a series of new training and qualification programmes and signed up to key Government initiatives
The company has recently been re-certified as an Investor in People following an inspection in January 2010. IIP is the national quality standard for investment in training and development to achieve business goals, and it is the [...]]]></description>
		<link>http://www.callcentrehelper.com/north-east-call-centre-commits-to-staff-development-9380.htm</link>
			</item>
	<item>
		<title>Free Professional Planning Forum Webinar - How to Optimise the Back Office</title>
		<description><![CDATA[This free webinar on 25th March at 2pm will show how workforce optimisation, specifically designed for back-office operations, complements existing tools and supports management approaches to optimise people, process and technologies in back-office operations.
Read on for more details and to register &#8230;
Many organisations are still struggling to gain control and visibility into their back-office operations.  [...]]]></description>
		<link>http://www.callcentrehelper.com/free-professional-planning-forum-webinar-how-to-optimise-the-back-office-9385.htm</link>
			</item>
	<item>
		<title>Demands for change in the contact centre</title>
		<description><![CDATA[The contact centre is being bombarded by demands for change from every angle. 
Drastic changes in the economy have caused everyone to rethink their buying and spending; customers are expecting service faster, better and through a diverse range of media; new regulations continue to be rolled out, affecting how operations are run; and internet technology [...]]]></description>
		<link>http://www.callcentrehelper.com/demands-for-change-in-the-contact-centre-9357.htm</link>
			</item>
	<item>
		<title>Voice recording is not just for call centres</title>
		<description><![CDATA[Here we look at how digital evidence management has clear potential to deliver significant cost savings and improved efficiencies with performance and quality gains achievable across the wider Criminal Justice System.
The ability to react and respond quickly in the event of a major incident is critical in apprehending related suspects and the streaming of evidence [...]]]></description>
		<link>http://www.callcentrehelper.com/voice-recording-is-not-just-for-call-centres-9353.htm</link>
			</item>
	<item>
		<title>Hotel call centre went ‘Back to Skool’ for a day</title>
		<description><![CDATA[
The call centre at Britannia Hotels central reservation office regularly holds Theme Days as a way of rewarding the staff for their excellent overall results. Previous days have included ‘A Day at the Movies’, ‘Sparkle/Disco Day’, Coffee &#38; Cakes Day and Halloween Fancy Dress.
Karen Pownall – Call Centre Manager said:
We promised the staff a February [...]]]></description>
		<link>http://www.callcentrehelper.com/hotel-call-centre-went-%e2%80%98back-to-skool%e2%80%99-for-a-day-9370.htm</link>
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