industry news

Industry News provided courtesy of Call Centre Helper

CX Transformation – Lunch and Learn


Join your fellow contact centre and customer experience colleagues at our London thought leadership networking event. The idea is that we meet up to network, share ideas around contact centre objectives, and discuss topical themes affecting the contact centre industry. […]

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White Paper: How to Overcome the Barriers to Five-Star Service


Customer Satisfaction remains the king of contact centre metrics. In this new white paper, Puzzel outlines five positive strategies to drive efficient and effective customer service in contact centres. White Paper written by: Puzzel Click here to download your copy […]

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The Top 10 Most Important Customer Service Skills


We take a look at the most valuable skills of a contact centre advisor and how you can help to develop them. 1. Fact-Finding One of the most fundamental attributes of good customer service is resolving the customer’s query. So, […]

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Working Remotely: The 2019 Recipe to High Productivity


Irina Kirnos of RingCentral discusses how homeworking is key to business operations in the coming year. The demand for remote working is growing. The Office of National Statistics believes that 50% of UK employees will be working remotely by next […]

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What Role Will Chatbots Play in 2020?


Colin Hay at Puzzel takes a closer look at the top three uses for chatbots, as the technology continues to evolve. Interesting times are ahead as contact centres cut through the jargon, dispel the myths and embrace new AI technology […]

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NICE inContact Partners with NEC Australia


NICE inContact has partnered with NEC Australia to deliver NICE inContact CXone, the company’s cloud customer experience platform, throughout Australia. NICE inContact CXone  helps organisations to provide an exceptional customer experience by acting smarter and responding faster to the ever-changing […]

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5 Ways to Reduce Cart Abandonment


Brendan Dykes of Genesys discusses how you can improve your online sales by reducing cart abandonment. Like most consumers, I do a lot of my shopping online. And I always make an effort to purchase from vendors I know. “Make […]

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Calabrio Named as a Visionary in the Gartner Magic Quadrant


Despite all the technologies evolving to support new channels for connecting companies to their customers, the heart of the customer relationship hasn’t changed. Customers rely on a business to provide them with the products they want or need, and when […]

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White Paper: The CallMiner Index – Consumer Switching by Sector, the Reasons and the Impact of Call Centres


British businesses are driving customers away for completely avoidable reasons. And it’s costing them billions! This study looks at the essential practices every call centre should have in place to listen and engage appropriately to create a better customer experience. […]

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White Paper: Why Emotional Connections Are Vital to Delivering Outstanding Customer Experiences


In this guide we look at the importance of positive emotions in delivering a great customer experience. This is an area where the industry as a whole is failing and which we ignore at our peril. White Paper written by: […]

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