Call Centre News

Call Centre News – a selection of news stories related to contact centres

Financial Sector Catches up With 0845 Changes


From 26th October 2015, the financial sector will no longer be permitted to use 0845 and similar numbers for customer service.

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Contact Centres Need to Act on Digital DNA


Jeremy Payne explains the strategies companies can implement today to drive the customer experiences of tomorrow.

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Customer Satisfaction More Important Than AHT


Customer Satisfaction and Agent Satisfaction metrics are taking a considerable lead over Average Handling Time in the contact centre.

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Have Your Say – Customer Contact Research


ContactBabel are inviting organisations with 10 or more UK agent positions to take part in Britain’s largest customer contact research programme.

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Case Study: Homeworking Enhances eBay Experience


eBay has improved its VIP customer experience with homeworking agents – enabled by Magnetic North’s contact centre software.

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40% of Managers “Too Busy” for Holidays


A survey of business owners and managers has revealed that 40% are “too busy” to use all of their annual leave.

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Case Study: Call Handler Goes Multichannel


Armchair Call Handling has improved its customer contact strategy with the help of a multichannel solution from Azzurri.

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Want to Show Off Your Contact Centre?


The Call Centre Helper team are looking for a new set of contact centres to visit this summer.

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Could Your Metrics Work Harder?


Paul White explains how to drive great performance by making the best use of your contact centre metrics.

(Read more...) Views - 661

Blended Dialling Drives All-Round Satisfaction


Sonia Rabone explains how blending your inbound and outbound queues can improve the contact centre experience for both your customers and your agents.

(Read more...) Views - 387
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