industry news

Industry News provided courtesy of Call Centre Helper

Developing Soft Skills in Call Centre Agents


Dick Bourke shares how to identify important soft skills to develop in the contact centre and adapt training to advance them further. Soft skills are the people skills that allow your call centre agents to effectively interact with customers, supervisors, […]

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How Disconnected Systems are Destroying the Customer Experience


Susannah Richardson discusses the importance of integrating contact centre systems, to help improve the customer experience. When asked, most executives would indicate that one of their strategic priorities is to deliver an excellent customer experience (CX). Research supports that organisations […]

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Why Getting Feedback Right Is So Important


Performance reviews and feedback are daunting – not only for employees but also for managers, who dread having to tell employees they are not performing like they should be. It’s one of those awkward conversations that nobody wants to have; […]

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White Paper: 10 Reasons to Consider Hosted Workforce Management


This white paper uncovers what’s driving hosted workforce management (WFM) uptake, identifying financial, operational and technical considerations. Also providing best-practice procurement tips, it is an invaluable guide to companies currently considering whether or not to invest in hosted WFM. White […]

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Reduce Attrition by Creating a Contact Centre Orientation Plan


In many organisations, the contact centre is viewed as a separate community. But when it comes to recruitment, the contact centre can learn from HR. We know that the highest internal churn rates occur during an advisor’s induction, onboarding and […]

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White Paper: Voice Biometrics – A Guide to Building the Business Case and Implementing a Successful Solution


Voice biometrics is a convenient and secure method of authenticating a speaker’s identity using a few words. In this white paper, readers will learn the advantages, how to effectively build a business case and how to implementation a successful solution. […]

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Is Assumption Breaking Customer Service?


Ian Moyse, of Natterbox, discusses how the assumptions that we make in customer service impact our customers. Anyone remember the days when personal service and calling a firm was the norm. When you could speak to a human if you […]

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PlanCon 2018 – The Conference For Contact Centre WFM Heroes


THE DATE: Wednesday October 3rd 2018 THE LOCATION: The Trampery Old Street, London THE DESCRIPTION: Are you ready to maximise your success in Workforce Management? This year, injixo launches its first WFM Conference – PlanCon – a must-attend event for […]

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What is Robotic Process Automation?


Throughout the years, customer service operations, with the abundance of advanced functionality and multi-channel communications, have become more powerful. As a consequence of this, your customer service team spending more time moving from application to application, re-entering data or copying […]

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Business Systems Gain G-Cloud 10 Certification


Business Systems have once again been awarded a place on the G-Cloud 10 framework for the supply of cloud-based software to the Public Sector. As well as other services, the G-Cloud framework is a UK Government initiative designed to support […]

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