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	<title>Call Centre Helper</title>
	<link>http://www.callcentrehelper.com</link>
	<description>The UK&#039;s most popular call centre magazine</description>
	<lastBuildDate>Fri, 03 Feb 2012 11:36:21 +0000</lastBuildDate>
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		<title>How to develop leadership in the contact centre</title>
		<description><![CDATA[
As we know, the role of the team leader is crucial to the effective development and retention of talented front-line agents.  Whilst the remit of the ‘leader’ role will vary depending upon the size of the organisation, there are some consistent elements common to most team leader roles.  These include:

Resource planning (people/shift planning, call-flow management)
People [...]]]></description>
		<link>http://www.callcentrehelper.com/how-to-develop-leadership-in-the-contact-centre-26234.htm</link>
			</item>
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		<title>Social Media Survey results</title>
		<description><![CDATA[We recently asked you about how social media is used in your contact centre.
The results show that Social Media is still very small and most people are not using much technology to support it.  It is also still in the hands of the marketing department.
Social media is still in the hands of the marketing department
Generally, [...]]]></description>
		<link>http://www.callcentrehelper.com/social-media-survey-results-26457.htm</link>
			</item>
	<item>
		<title>Webinar: Staffing Challenges &amp; Strategies for Smaller Contact Centres</title>
		<description><![CDATA[
Small to medium size operations (up to 100 agents) represent the vast majority of call centres in the UK and elsewhere.  Join us on Thursday 9th February 2012 at 1.00 pm for this interactive webinar on Challenges and Strategies for Small/Medium Size Call Centres.  Click here to register.
These call centres, by virtue of their size, [...]]]></description>
		<link>http://www.callcentrehelper.com/free-webinar-staffing-challenges-and-strategies-for-small-and-medium-contact-centres-26371.htm</link>
			</item>
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		<title>Vodafone outsources over 200 call centre jobs</title>
		<description><![CDATA[Vodafone have announced a partnership that will see the transfer of 207 job roles to Teleperformance.
The transfer of three of Vodafone’s specialist operations teams to Teleperformance will mean continuous employment for these individuals with the same terms and conditions.
Teleperformance has been chosen for their experience and expertise as a leader in the provision of customer services in the business sector.  [...]]]></description>
		<link>http://www.callcentrehelper.com/vodafone-outsources-over-200-call-centre-jobs-26890.htm</link>
			</item>
	<item>
		<title>Welsh contact centre awarded Investors in People</title>
		<description><![CDATA[Connect Assist, a growing social enterprise which emerged from a charity, has been awarded the Investors in People (IIP) Bronze standard. Connect Assist runs professional helplines and web systems for charities and organisations that help people make positive life changes that last.
“Connect Assist is not a typical contact centre, neither is it a typical business [...]]]></description>
		<link>http://www.callcentrehelper.com/welsh-contact-centre-awarded-investors-in-people-26845.htm</link>
			</item>
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		<title>Take an online survey – Customer Campaigns</title>
		<description><![CDATA[How effective are you at setting up customer campaigns?
Infinity CCS is conducting research to find out how quickly and efficiently contact centres set up and manage new customer projects.  Read on to take part in the survey.
Infinity CCS is keen to find out:

How long it takes to set up new projects from initial briefing to [...]]]></description>
		<link>http://www.callcentrehelper.com/take-an-online-survey-customer-campaigns-26892.htm</link>
			</item>
	<item>
		<title>Lord Mayor visits Birmingham contact centre</title>
		<description><![CDATA[Birmingham Lord Mayor Cllr Anita Ward has recently visited the Service Birmingham Call Centre.
Cllr Ward toured the building and took the time to chat with employees as well as presenting the latest round of GEM employee recognition awards. She also officially accepted a £110 charitable donation which took the total amount raised this year by employees [...]]]></description>
		<link>http://www.callcentrehelper.com/lord-mayor-visits-birmingham-contact-centre-employees-26847.htm</link>
			</item>
	<item>
		<title>Free white paper on cloud deployment</title>
		<description><![CDATA[mplsystems have issued a new white paper that looks at shaping cloud contact around your requirements and discusses considerations around security, resilience and performance. 
In the past couple of years there has been a lot of talk about the cloud. More recently, some of the hype has been justified with companies increasingly using it and discovering how [...]]]></description>
		<link>http://www.callcentrehelper.com/free-whitepaper-on-cloud-deployment-26869.htm</link>
			</item>
	<item>
		<title>Social Customer Event planned for March</title>
		<description><![CDATA[Call Centre Helper has secured a 10% discount for our readers for The Social Customer Event which takes place in London on 29th March 2012.
The Social Customer is a one-day conference that explores how social media is reshaping the relationship between customers and companies. In addition to providing insights into the future of customer care [...]]]></description>
		<link>http://www.callcentrehelper.com/social-customer-event-planned-for-march-26875.htm</link>
			</item>
	<item>
		<title>Health awareness for Brighton contact centre</title>
		<description><![CDATA[
Five organisations joined forces to improve health education among employees at a large Brighton contact centre.
Advice workers from CRI, Albion in the Community, Employee Advice Programme, Claude Nicol and NHS Stop Smoking set up on-site stalls and drop-in clinics for Domestic &#38; General employees to access throughout the day.
Over 200 people were offered free chlamydia [...]]]></description>
		<link>http://www.callcentrehelper.com/health-awareness-for-brighton-contact-centre-26854.htm</link>
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