industry news

Industry News provided courtesy of Call Centre Helper

10 Great Tips to Manage a Call Centre Efficiently


Dick Bourke of Scorebuddy shares key insights in call centre management and how to run a more efficient operation. If you want to have a prosperous and productive call centre, it has to start from the top down. Your agents […]

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How To Measure First Call Resolution


Colin Gill, of  Akixi discusses his preferred method of calculating first call resolution (FCR) in the contact centre. FCR is a key metric for measuring success in any customer service team. However, surprisingly, there are many within the customer service […]

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3 Customer Experience Trends That Will Take Centre Stage In 2020


Interactions present three key customer experience trends that your organisation may need to take notice of in 2020. The Next Decade in Customer Experience As we enter a new decade, it’s no question that customer experience will be the key […]

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6 Top Tips for Modernizing Your Contact Centre in 2020


Lorraine Kelleher of Spearline shares her advice for modernizing the contact centre in 2020 and beyond. Contact centres are a fundamental aspect of modern business and have evolved to become the ‘first line of defence’ when it comes to customer […]

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NICE CX Networking Breakfast


Engineering Customer Experience Transformation in the Customer-Obsessed Roaring 20s The 20s promises lots of growth and change when it comes to customer experience. Will you be among the winners in this new decade, or will you lag behind your peers? […]

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ICS Conference


Meet with customer service professionals and leaders to share best practice at the largest customer service conference forum in the UK Theme: Customer Service 2020: Reflect, Refocus, Reignite Our Annual Conference – the leading forum for customer service thought leadership […]

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CX North America


Join 50 Forrester analysts and 1,500 CX industry leaders for three days of cutting-edge, interactive customer experience programming. CX North America will bring together an unparalleled mix of thought leadership, strategy, and community to kick off the next decade in […]

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Avaya ENGAGE


Avaya ENGAGE is the premier event for thousands looking to deliver experiences that matter. Attend exciting general sessions and hundreds of informational breakouts led by some of the industry’s most inspiring and accomplished leaders. Experience first-hand innovations in cloud communications, […]

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Stratégie Clients


The Salon Stratégie Clients , allows its visitors to experience new means, exchange with their peers and listen to testimonials from companies that are on the path to successful hybridization. Our show will be held in parallel with the E-Marketing […]

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CX Dinner: Travel, Tourism & Hospitality


Join your fellow customer experience leaders from the travel, tourism and hospitality sector at this exclusive roundtable dinner on January 28th. The idea is to network, share ideas around customer experience and discuss latest trends when it comes to delivering […]

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