Call Centre News

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

Want to Reduce AHT? Tell Agents to Ignore It


Michelle Dinsmore explains why focusing on quality metrics will help drive down your Average Handling Time.

(Read more...) Views - 1,115

Next Webinars in the Series


Our Autumn 2015 webinar series will kick off on Thursday 10th September. Find out more about the topics and how you can register.

(Read more...) Views - 326

Agent Salaries Fail to Keep up With Inflation


Agent salaries have failed to keep up with inflation since 2007, while contact centre management salaries have risen beyond inflation.

(Read more...) Views - 659

Why Now Really Is the Time to Appoint a CXO


Lucy Norris explains why the role of a Chief Experience Officer (CXO) is more important than ever.

(Read more...) Views - 1,089

5 Ways to Maintain Customer Satisfaction


David Ford explains how your contact centre needs to adapt to keep the modern customer satisfied.

(Read more...) Views - 663

Could Your Contact Centre Survive a Tube Strike?


Paul Dunne looks at the role of flexible working in maintaining productivity in the event of a tube strike or similarly disruptive event.

(Read more...) Views - 403

mplsystems to Make 10th Expo Appearance


mplsystems will be exhibiting at the Customer Contact Expo for the 10th year in a row.

(Read more...) Views - 167

Digital Channels Changing the Vendor Market


Stephen Wright looks at what the future might hold for communications vendors as voice becomes just one of multiple mediums.

(Read more...) Views - 305

Case Study: Speech Analytics Enhances Performance


Afni has experienced an increase in agent performance since introducing a CallMiner speech analytics solution.

(Read more...) Views - 209

35% Find Work Away Days Boring


More than one in three office workers in the UK have admitted to finding their work away days boring.

(Read more...) Views - 141
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