Call Centre News

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

Want to Reduce AHT? Tell Agents to Ignore It

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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

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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

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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

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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

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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?

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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

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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

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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

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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

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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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