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Call Centre Quality Assurance: How to Create an Excellent QA Programme We discuss how you can optimize your call centre quality assurance (QA) strategy, while also improving motivation, ensuring compliance and enhancing your quality key performance indicator (KPI). Read more

How to Calculate Contact Centre Spin We investigate the mysterious metric of contact centre spin and explain why it can be such a headache for contact centre planners. Read more

Complete Our Survey to Benchmark Your Contact Centre and More Do you want to benchmark your contact centre against others and be in with a chance of winning a Dyson Cool AM06 Desk Fan worth up to ?250? Read more

Webinar: What Does a Super-Agent Look Like? Thu 3rd Sep 2020 Register Now

Webinar: The Top 10 Employee Engagement Ideas Thu 10th Sep 2020 Register Now

9 Excel Hacks for Spreadsheet-Based Workforce Planning Read more

8 Pro Tips for Remote Working Read more

31 Empathy Statements to Improve Your Customer Service Today Read more

Contact Centre AI: The Promise, the Reality and the Future Read more

A Guide to Headsets for the Call Centre' Download Now

eBook: The Best Cloud Software for Contact Centers Download Now

Whitepaper: Customer Experience Insights from the Pandemic Download Now

Poly Give a Presentation on Exceeding Customer Experience Expectations Read more

Vonage Expands Collaboration with Microsoft Read more

HyreCar Unify Their Contact Centre Solutions Read more

9 Sep - Customer Engagement Transformation Exchange - (Virtual) Read more

10 Sep - Evolution of Contact Center Planning – Excel vs. WFM Tool and What to Choose - (Virtual) Read more

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Team Leadership: What Makes a Great Leader? We look at the skills needed for great team leadership and where a good team leader focuses most of their time in helping to run a contact centre. Read more

What Is Exceptional Customer Service? Our panel of experts discuss what exceptional customer service means to them and how to achieve it in the contact centre. Read more

Podcast – Contact Centre Transformation Ideas Morris Pentel, Chairman of the Customer Experience Foundation, gives a presentation on how you can transform your contact centre's performance, in this special edition of The Contact Centre Podcast. Read more

Webinar: What Does a Super-Agent Look Like? Thu 3rd Sep 2020 Register Now

Webinar: The Top 10 Employee Engagement Ideas Thu 10th Sep 2020 Register Now

Contact Centres in a Post-COVID World Read more

5 Questions to Consider When Evaluating Written Customer Conversations Read more

Hiring and Onboarding Work-at-Home Agents Read more

Intelligent Authentication: An Origin Story Read more

Whitepaper: Communication is Key to Remote Work Download Now

Whitepaper: The Must-Have Guide to Accurate Call Center Forecasting Download Now

White Paper: Rethinking Digital Transformation Download Now

Whitepaper: Workforce Management Metrics Download Now

Homeless Link Handles a 250% Increase in Calls Read more

Talkdesk Leads G2 Summer 2020 Reports Read more

Deutsche Telekom Implements a Voice Biometrics System Read more

21 Jul - Why CLOUD can help you achieve your business objectives – webinar - (Virtual) Read more

23 Jul - HPMT for inbound CC – ONLINE - (Virtual) Read more

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20 Expert Ideas to Improve Your Customer Service Skills We explore many expert ways to improve customer service skills - like active listening, empathy and knowledge - in the contact centre. Read more

16 Contact Centre Innovations That You Can’t Ignore Our panel of experts share their favourite contact centre innovations and why they believe they may potentially be so beneficial to your operation. Read more

Check Out Our New and Improved Webinar Programme for 2021 We introduce our first webinars of 2021, which you can now register for, as we aim to put on our most engaging schedule ever! Read more

Webinar: 10 Predictions for 2021 Thu 14th Jan 2021 Register Now

Webinar: Metrics- Surpassing Industry Standards Thu 21st Jan 2021 Register Now

Best Practices for Voice Transcriptions in the Contact Centre Read more

How to Avoid Agent Burnout During COVID-19 Read more

The Tech Wishlists of UK Contact Centre Leaders Read more

Remote Workforce Management – From Survive to Thrive in 3 Easy Steps Read more

Whitepaper: The Vulnerability Blueprint Download Now

Guide - The State of the Contact Centre: Embracing the Evolving World of Work Download Now

Whitepaper: Enhancing Agent Engagement Download Now

Whitepaper: The UK Contact Centre Decision-Maker''s Guide 2020-21 - Self-Service Chapter Download Now

2020-21 UK Contact Centre Decision-Makers’ Guide Read more

Lifesize Adds New Features to Its Cloud Contact Centre Solution Read more

Enghouse Interactive Achieves Microsoft Certification Read more

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The Top 10 Customer Service Strategies That Stand the Test of Time We present ten great customer service strategies, each recommended by a legend of the customer service and contact centre space. Read more

Call Centre Management: From Cost Centre to Strategic Resource Liz Doig of Wordtree suggests ways for call centre teams to become more central to corporate strategy. Read more

An Introduction to Agent Desktops – With a Definition, Best Features and Mistakes to Avoid We introduce you to the agent desktop, highlighting its key features and how they can help to maximize contact centre productivity. Read more

Webinar: Contact Centre Transformation Ideas Thu 21st May 2020 Register Now

Webinar: The Best Kept Secrets of WFM Thu 4th Jun 2020 Register Now

Maintaining Customer Satisfaction (CSAT) with Work-From-Home Agents Read more

5 Stories Behind the Churn Index 2020 [Infographic] Read more

9 Questions to Ask Before Implementing a WFM Tool Read more

How Voice Assistants Will Change Our Lives and Why all Brands Should Care Read more

10 Tips for Engaging New Work-At-Home Agents Download Now

Whitepaper: The Home Field Advantage: Business Continuity by Design Download Now

Whitepaper: Improving the R in ASR Download Now

Whitepaper: How to Optimize the Efficiency of Your Call Center Download Now

Whitepaper: Increase the ROI of Social Media? Media Monitoring Offers a Solution! Download Now

EIMS Shifts to Remote Sales Engagement Read more

Desford Support Group Use Freshworks Technology to Help Those in Need Read more

27 May - Transform Collaboration with Freshworks and Slack – webinar - (Virtual) Read more

25 Jun - CX Masterclass – CCXP Preparation - (Virtual) Read more

6 Jul - Contact Centre & Customer Services Summit July 2020 - (London, UK) Read more

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Call Centre IVRs – How to Review and Improve Your IVR We take a look at what you can do to review and improve your IVR to better meet both customer and business needs. Read more

Customer Service Begins With Employees Dave Salisbury discusses the approach of two companies in delivering great customer service, highlighting how they could improve by adding a little extra focus on their employees. Read more

Podcast – Emotional Intelligence in the Contact Centre Sandra Thompson, Founder of Exceed All Expectations, gives a presentation on training emotional intelligence in the contact centre to improve customer experience. Read more

Webinar: What Does a Super-Agent Look Like? Thu 3rd Sep 2020 Register Now

Webinar: The Top 10 Employee Engagement Ideas Thu 10th Sep 2020 Register Now

Team Messaging Etiquette: 5 Tips for Better Communications Read more

Reconnecting With Your Digital Strategy Read more

The Future of the Normal Contact Centre Read more

7 Tips to Keep Your Remote Agents Happy and Motivated Read more

White Paper: Transitioning to AI-Enabled Customer Journeys Download Now

Whitepaper: The Ultimate Customer Service Guide for a Complex Social Thread Download Now

Whitepaper: Empower the Modern and Agile Agent Workforce Download Now

Whitepaper: Spend Money. Make Money Download Now

New Customer Experience Research Shows Digital Growth Read more

Jacada Recognized in Gartner's Magic Quadrant Read more

Next Webinars in the Series Read more

18 Aug - CX Realities 2020 - The story of COVID-19 and how customer service responded - (Virtual) Read more

20 Aug - CX Masterclass – CCXP Preparation – ONLINE - (Virtual) Read more

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49 Tips for Reducing Average Handling Time (AHT) We share lots of advice for reducing Average Handling Time (AHT) in the contact centre. Read more

What Is Customer Email Management? - With 10 Simple Tips, Software Advice and Mistakes to Avoid We discuss email management and share some great simple tips for better dealing with email in the contact centre. Read more

15 Inventive Strategies to Increase Customer Satisfaction (CSAT) Our panel of experts share their favourite ways for improving Customer Satisfaction (CSAT) in the contact centre. Read more

Webinar: New Thinking on Improving Quality Thu 15th Oct 2020 Register Now

Webinar: The Latest Developments in Contact Centres Thu 22nd Oct 2020 Register Now

The Unsung Home-Based Heroes Solving Customer Challenges Read more

Contact Centre Analytics: The Challenges, Evolutions and Benefits Read more

AI, Automation and Digital Self-Service in the Contact Centre Read more

Re-Aligning the Front and Back Office to Put Customers First Read more

Whitepaper: What Your Employees Need to Keep Your Customers Happy Download Now

White Paper: How to Better Optimize the Performance of Your Workstations Download Now

Whitepaper: How to Elevate Customer Experience in the Age of Digital Transformation Download Now

Movers and Shakers Read more

Next Webinars in the Series Read more

Natterbox Links Voice Component of Microsoft Teams to Salesforce Read more

21 Oct - The Art of the Possible with Speech Analytics: Webinar - (Virtual) Read more

21 Oct - How to Self-Serve Your Customers Through WhatsApp Messenger – Webinar - () Read more

27 Oct - Calabrio Customer Connect - (Virtual) Read more

29 Oct - High Performance Management for inbound CC – ONLINE - (Virtual) Read more

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How to Improve Your Customer Service With Emotional Intelligence We discuss how you can improve customer service with the help of emotional intelligence. Read more

How to Calculate a Customer Satisfaction Score (CSAT) We explain how to calculate a Customer SATisfaction Score (CSAT Score) and investigate how you can use your CSAT Score to drive value for your organization. Read more

Podcast – Dealing With Challenging Customers Lee Jones and Rob Clarke of new contact centre consultancy Elev-8 Performance discuss some of the most challenging types of customers to deal with and how best to communicate with them. Read more

Webinar: The Contact Centre of the Future Thu 8th Oct 2020 Register Now

Webinar: New Thinking on Improving Quality Thu 15th Oct 2020 Register Now

5 Challenges in Financial Services Contact Centres Read more

How Perceptions Influence Customer Experience Read more

Chatbot Best Practices: 8 Tips & Tricks You Can Benefit From Today Read more

Power Your Contact Centre With Speech Recognition Read more

eBook: Communication is Key to Remote Work Download Now

Whitepaper: Time to rethink CX Download Now

eBook: How to Build a Successful Chatbot Download Now

Next Webinars in the Series Read more

Genesys Extends Relationship with BT Read more

Personalizing the Customer Journey via Digital Channels Read more

14 Oct - Why Companies Adopting CCaaS Are Winning the CX Battle – Webinar - (Virtual) Read more

15 Oct - Master the 6 CX Competencies / CCXP Exam Preparation Workshop – ONLINE - (Virtual) Read more

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Remote Staff Engagement: 9 Strategies to Make Your Team Smile Our panel of experts share their favourite staff engagement strategies and explain how they can be implemented successfully in the contact centre. Read more

How to Manage and Improve Schedule Adherence Managing schedule adherence can be tricky, but the process below may be helpful in providing some great ideas for improving the contact centre metric. Read more

Podcast – How to Get More From Your Call Centre Team Gavin Scott, a Customer Service Coaching Consultant, gives a presentation on how we can tweak our existing coaching methods to inspire contact centre advisors to improve their performance. Read more

Webinar: What Does a Super-Agent Look Like? Thu 3rd Sep 2020 Register Now

Webinar: The Top 10 Employee Engagement Ideas Thu 10th Sep 2020 Register Now

From the Calamity of COVID-19 to the Start of a New Model for Customer Service Read more

3 Contact Centre Security Threats Every Business Must Plan For Read more

8 Practical Ways to Build Customer Trust Read more

How Are Call Centre Quality Programmes Evolving? Read more

The State of the Contact Centre: Embracing the Evolving World of Work Download Now

eBook: The Candid Guide to Achieving Service Level Like You Own It Download Now

Whitepaper: The Inner Circle Guide to First-Contact Resolution Download Now

Whitepaper: The Ultimate Guide to Budgeting for Your Contact Centre Download Now

Talkdesk Wins Two UC Awards 2020 Read more

Poly Discuss the Future of the “Workplace Experience” Read more

NICE inContact Named as a Leader in Cloud Contact Centres Read more

18 Aug - CX Realities 2020 - The story of COVID-19 and how customer service responded - (Virtual) Read more

20 Aug - CX Masterclass – CCXP Preparation – ONLINE - (Virtual) Read more

27 Aug - Evolution of Contact Center Planning – The Boundaries of Planning with Excel - (Virtual) Read more

31 Aug - 2020 SWPP Annual Conference - (Virtual) Read more

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“I'd Like to Speak to a Manager” - 7 Ways to Deal With Difficult Customers We reveal seven useful tactics for better dealing with difficult customers in the contact centre. Read more

25 Performance Review Phrases for Customer Service We take you through some helpful performance review phrases to use when appraising an employee's performance and encouraging them to improve. Read more

How to Measure Call Abandon Rate We take a look at how to calculate Call Abandon Rate in the contact centre, providing a formula, industry standards and much more. Read more

Webinar: Creating a Culture That Customers and Advisors Love Thu 5th Nov 2020 Register Now

Webinar: Key Areas to Reduce Customer Effort Thu 12th Nov 2020 Register Now

The Future of Contact Centres After COVID-19 Read more

How Microsoft Teams Builds a Collaborative Contact Centre Read more

Hybrid Working in the Call Centre Read more

How Integrating Your CRM and Telephony System Improves Customer Service Read more

Whitepaper: The Future of Work Download Now

Outbound Engagement Playbook Download Now

Whitepaper: Does Brexit Mean CXit? Download Now

Join Us for Our Final Three Webinars of 2020! Read more

Clarabridge Forges Ahead with Accelerated Growth in 2020 Read more

NICE inContact Releases New CXone Performance Analytics Integration Read more

16 Nov - Contact Centre & Customer Services Summit Nov 2020 - (Virtual) Read more

19 Nov - AI-Driven Automation Webinar - (Virtual) Read more

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Hi keep, A recording of the webinar and all the slides used are now available online. We hope you can join us for a future Call Centre Helper webinar, see our website for more information.

Watch Now!   Click Here to Watch the Replay.

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4 Customer Service Objectives That Will Improve Productivity and Customer Experience We introduce four key customer service objectives that will improve both contact centre productivity and customer experience. Read more

What to Look for in WFM Software Our panel of experts discuss the product features that you should be looking out for when buying workforce management (WFM) software. Read more

Shock: Contact Centres Are Ditching Surveys at an INCREDIBLE Rate We uncover some original research showing how contact centres are changing the methods by which they collect feedback. Read more

Webinar: Contact Centre Coaching and Training Exercises Thu 25th Jun 2020 Register Now

Customers Don't Like Chatbots Read more

How to Lose Customers and Alienate People? Email. Read more

What Will the Contact Centre of the Future Look Like? Read more

Does the Call Centre Workplace Have a New Competitor? Read more

Whitepaper: How a Digital and Mobile-First Approach is Win/ Win for Your Customer and You Download Now

Whitepaper: How to Set Up a More Productive Remote Workspace Download Now

Whitepaper: The AI-Powered Contact Center Download Now

The Inner Circle Guide to Cloud-Based Contact Centre Solutions Download Now

White Paper: How To Navigate The GDPR And CCPA Download Now

Freshworks Announces Strategic Partnership with TCS Read more

Talkdesk Performs Well In G2 Report Read more

2 Jul - The Magic IT Behind the Service Hotline – webinar - (Virtual) Read more

23 Jul - HPMT for inbound CC – ONLINE - (Virtual) Read more

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