industry news

Industry News provided courtesy of Call Centre Helper

DACH Customer Experience Awards 2020


Entry deadline for the Award: 15th of March 2020 This event is the first of its kind in the DACH region. Companies from Germany (D), Austria (A) and Switzerland (CH) have here the opportunity to present their Customer Experience initiatives […]

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High Performance Management – London


Course Title: High Performance Management for Inbound Contact Centres Duration: 2 days Target Audience: VPs, Directors, General Managers, Team Managers, Team Leaders, Quality Assurance, Workforce Management, Human Resources. Essentially any management or support role in the Contact Centre. Course Overview: […]

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How to Design a Quality Assurance Program – Melbourne Australia


Course Title: How to Design a Quality Assurance Program for Customer Service Excellence Duration: 2 days (9:00AM to 17:30PM each day) Target Audience: All Service Management & Contact Centre Leadership, Service Quality, Quality Assurance, Human Resources and anyone involved in […]

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High Performance Management – Melbourne


Course Title: High Performance Management for Inbound Contact Centres Duration: 2 days Target Audience: VPs, Directors, General Managers, Team Managers, Team Leaders, Quality Assurance, Workforce Management, Human Resources. Essentially any management or support role in the Contact Centre. Course Overview: […]

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Master the 6 CX Competencies – Melbourne Australia


Course Title: Master the 6 CX Competencies / CCXP Exam Preparation Workshop Duration: 3 days (9:00AM to 17:30PM each day) Target Audience: Individuals who seek to take the rigorous CCXP exam to achieve Customer Experience certification. Customer Experience, Customer Service […]

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Master the 6 CX Competencies – Rheingau Germany


Course Title: Master the 6 CX Competencies / CCXP Exam Preparation Workshop Duration: 2 days (9:00AM to 17:30PM each day) Target Audience: Individuals who seek to take the rigorous CCXP exam to achieve Customer Experience certification. Customer Experience, Customer Service […]

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16 Customer Service Training Ideas – With Activities, Games and Helpful Techniques


We share everything from customer service training activities to ideas for fun coaching games, as we help to freshen up your contact centre coaching programme. 1. Think About the Different Ways People Learn (VARK) “Contact centres may benefit from putting […]

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Series Two of The Contact Centre Podcast Is Now Available in Full


We are delighted to bring you the entire second season of The Contact Centre Podcast, which is available to download now. Over the past few weeks, we have brought you six in-depth conversations with some of the contact centre industry’s […]

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Millennials and Generation Z Are Driving the Digital-First Future of Customer Experience


NICE inContact announced findings from its global research study exploring the impact of Millennials and Generation Z on digital-first omnichannel customer experiences. The third annual 2019 NICE inContact Customer Experience (CX) Transformation Benchmark details how understanding younger generations’ use of […]

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How Should You Design Your Agent Console?


Elisabeth De Longeaux of Odigo takes a detailed look at agent console design, highlighting how thinking carefully about your agents’ work tool is essential to creating the most fluid agent journey possible. Nowadays, ensuring customer satisfaction is dependent on making your […]

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