Connect with Richard on LinkedIn ">
The Largest Online Community for Contact Centre Professionals
Richard McCrossan is a Digital Transformation CX, Commercial Strategy & Ops Leader
Connect with Richard on LinkedIn
18 Ways to Improve the Effectiveness of Your Digital…
14 Ideas for Providing a Memorable Customer Experience
What Customer Experience Teams Can Learn From the World…
Is Customer Service to Blame for the Demise of Industries?
Can Poor Customer Service Cause The Demise Of An Entire…
What’s Next With… Contact Centre Metrics?
Will Robots Replace Humans in the Contact Centre?
Recorded Webinar: 7 Ways to Drive Down Repeat Contacts
Bringing the Field and Mobile Worker into the Contact…
How Do I… Create a ‘Channel of Choice’…
Top 20 Examples of Rapport Building Statements
Recorded Webinar: Best Practices for Using Web Chat
Trade Secrets: Simple Ways to Improve Call Scripting
What to Look for When Buying an Agent Desktop
Are You Making These 25 Webchat Mistakes?
How Do I… Achieve Consistency Across Different Channels?
The Future of Voice in the Contact Centre
21 Great Ways to Personalise Your Customer Interactions
43 Things You Should NOT Do With Your IVR Messages
Trade Secrets: Getting the Best out of Your Agent Desktop
What is the Best Way to Handle a Complaint Through…
14 Steps to Web Chat Success
Recorded Webinar: The Best Ways to Handle Web Chat in…
How do I… Get a single view of the customer?
The Latest Customer Contact Research, Reports and White Papers straight to your inbox!
Get the latest insights from Call Centre Helper by signing up for our email content.
What are you interested in?
Smarter Ways to Close the Loop on Customer Feedback
Top Games to Reinforce Agent Skills and Knowledge
How to Speed Up and Simplify Your Security Process
Five9 to Acquire Level AI in $325 Million Deal
Salesforce to Acquire Cresta to Expand AI Voice Capabilities
Webinar Replay: Should Voice Agents Replace IVRs?
See What Contact Centre AI Can Really Do
10th November 2026
Future-Ready Planning: Trends and Skills for Modern Planners – Webinar
11th November 2026
Preparing for 2027: What the Latest Research Tells Us – Webinar
The Discipline Behind Achieving a ‘Return on Intelligence’
7 Outbound Dialler Features You Need In Your Call Centre
Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?
Webinar: 10 Ways to Make 2027 a CX Success