industry news

Industry News provided courtesy of Call Centre Helper

How to Make Homeworking Work in Your Contact Centre


Mark Walton, CEO at Sensée, a 100% homeworking operation, shares some key advice regarding contact centre homeworking. Gearing up for Homeworking Every business across the UK has been significantly impacted by the coronavirus outbreak and with the government’s recent advice […]

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Genesys Help Organisations Move to the Cloud In 48 Hours


As the world adapts to the COVID-19 pandemic, organisations of all sizes are struggling to manage increased demand while working to keep employees safe. To help navigate these challenges, Genesys, the global leader in cloud customer experience and contact center […]

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5 Things to Save Your Scaling Customer Support Team


Michelle Dinsmore of EvaluAgent shares some great advice for scaling your customer support team and improving customer service. Regardless of the size of the company, any scaling Customer Support team needs to set up a framework that is tried and […]

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The Metrics that Matter for Digital Marketing at Scale


Management guru Peter Drucker’s famous words “what can’t be measured can’t be improved,” perhaps applies the most to digital marketing. Without data and models built on top of good data, digital marketing becomes an exercise in spray and pray. But […]

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What to Look for When Buying an IVR


Our panel of experts discuss each of they key product features that you should be looking out for when purchasing an IVR. Queue Updates If the intent of your IVR is to get callers to the best available advisor as […]

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How to Make the Best of Working from Home


João Safara of Talkdesk shares some great tips and tricks for working well from home. For many, 2020 already feels like the longest and most challenging year of our lives. The coronavirus (COVID-19) is turning people’s daily lives upside down […]

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5 ways to support and manage your home workers


Our priority is to help you to help your business, your staff and your clients. Register for our webinar where you will hear our WFO Specialists discuss the following questions in detail. How do I… Forecast accurately to manage rapid […]

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RingCentral Release New Video Platform


RingCentral have announced the launch of RingCentral Video (RCV), a new new platform for online video meetings. Leveraging RingCentral’s open platform, RingCentral Video will be another component offered as part of RingCentral Office, completing RingCentral’s differentiated Message Video Phone (MVP) […]

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Vonage Launch New Cloud Security Capabilities


Vonage have launched new capabilities to its portfolio of Vonage APIs via the Verify API. The Verify API allows developers of applications to protect against fraudulent sign-ups by deploying two factor authentication (2FA) over messaging and voice channels. With custom […]

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Enghouse Interactive Announce New Integrations with MS Teams


For customers deploying Microsoft Teams, Enghouse Interactive offers Enghouse Cloud, which provides Contact Center as a Service (CCaaS), and Enghouse Interactive Communications Center (CC) V11.0, supporting on-premise or private cloud deployment options. Enghouse Cloud and Enghouse Interactive Communications Center are […]

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