Call Centre Helper - The Leading Contact Centre Magazine

We share the results of our research into the most common service levels (SLAs) in contact centres, across a number of different channels.


In this guide we look at the importance of positive emotions in delivering a great customer experience. This is an area where the industry as a whole is failing and which we will ignore at our peril.

Sheila McGee-Smith highlights the experiences of four companies as they moved their contact centres to the cloud. Her research provides real-world insight on driving factors in moving to the cloud, future plans, and lessons learned from businesses who have made the move.

A contact centre handling 1000’s of daily contacts adopted the latest AI text analytics to increase customer satisfaction and reduce contact volumes.

Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.