industry news

Industry News provided courtesy of Call Centre Helper


The State of Quality Monitoring in 2017 – How Do You Compare?

This year, we have teamed up once again with The Forum to find out if and how contact centres in the UK have improved in streamlining their Quality Monitoring. With the help of our expert ‘Quality Management and Training consultant’ […]

The Hidden Secret of the Super-Productive

Have you ever wondered why some of your co-workers manage to be more productive than the rest of the bunch? You know, those “annoying” elite workers that meet all their deadlines without ever working late? I must admit that it […]

Whitepaper: Decisions And Dilemmas Survey 2016

Finding The PCI-DSS Balance UK Contact Centre Survey Autumn 2016 An IPI Insights survey of the UK contact centre industry suggests that whilst most organisations are addressing the issues of PCI-DSS, many have substantial implementation challenges ahead. White Paper written […]

Seven Top Tips for Service Design

Here Amy Scott provides seven pieces of advice to remember when designing services for customer journeys. 1. First Think About These Four Areas When designing a service, it is important to consider: i. What the Customer Needs: To be listened […]

White Paper: Placing Messaging at the Heart of Your Customer Engagement Strategy

For customer-experience professionals busy crafting multichannel journeys for their customers, it’s critical that actual consumer usage patterns are placed at the heart of any strategy. White Paper written by: Sabio Download this White Paper to find out more.

Best Practices for Multilingual Support

Tom Tseki takes us through the traditional models of providing multilingual support in the contact centre and the new best practices.  Communicating across languages and channels adds significant value to enterprise service desks and IT help desks. The first of […]

Transforming Customer Experience with a Cloud Contact Centre

THE DATE: Thursday 21st September 2017, 9.00 am – 12.15 pm THE LOCATION: Bishopsgate, London EC2M 3TQ THE DESCRIPTION: How cloud technology, innovation and a fresh approach will lead to higher customer loyalty, employee satisfaction and operational efficiency Event Agenda […]

Olive Communications

Olive provides world class innovative communications solutions such as Cloud Contact Centres and Workforce Optimisation across the four cornerstones of IT Infrastructure; Voice, Data, Mobility & Applications. Contact Name: Louise Daw Tel No: 0203 675 3000 Contact Email: […]

ECCCSA 2017 Shortlist Announced

The shortlist for the European Contact Centre and Customer Service Awards (ECCCSAs) 2017 has been announced and there are some surprises, as well as familiar names, in the line-up. Belgium, Bulgaria, Germany, France, Greece, Hungary, Ireland, Netherlands, Russia, Spain, Turkey, […]

What Type of Employee Are You? Room For Improvement?

How committed are you to your present employer? Are you wild about what you do or simply content in your position? Do you hate your job or are you ambivalent?It’s an important set of questions to consider. How you feel […]

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