industry news

Industry News provided courtesy of Call Centre Helper


Webinar: How to Reduce Customer Effort in the Contact Centre

There is a clear correlation between loyalty and customer effort. During this webinar we look at the practical steps that you can take to reduce customer effort in your organisations. And being an interactive webinar, you will also have the […]

More Than Half of Contact Centres are Looking to Deploy Speech Analytics

According to our poll, 56% of contact centres are looking to deploy speech analytics within the next 12 months. However, of the 21% of contact centres who have already deployed a speech analytics system, only a third felt like they […]

Plantronics Introduces its Voyager 3200 Series Headsets

Plantronics have announced its new Voyager 3200 Series Bluetooth headsets, with discreet design and noise-cancelling technology. Designed for mobile professionals that want premium audio performance with discreet versatility, the Voyager 3200 Series feature an ergonomic, sleek in-ear design and 3-mic […]

Delving Deeper into Workforce Management for the Back Office

Here are three ideas that will help to ease workforce management related pressure on the back office of the contact centre. It is no secret that as a contact centre manager you have to be an expert at doing more […]

How Not to Handle a Complaint

Frank Sherlock discusses a recent bad experience he had when dealing with a certain company and the lessons that can be taken from it.  Because of the nature of the industry I work in, I care a lot about how […]

Complimentary Should Mean Free

My buddy went to dinner with his wife to celebrate their anniversary. The server overheard them talking about how many years they had been married and was flattered they chose to spend their special night at the restaurant. So, he […]

Experiencing the Brand

Almost 20 years ago Joseph Pine and James Gilmore welcomed us to the experience economy in their Harvard Business Review article. They pointed out that as services become commoditised, the opportunity is for companies to “stage” experiences in order to […]

Stop Blindly Obsessing Over Efficiency

In this part of the Contact Centre Manifesto series, we look at two key questions. Does reaching for some targets consume more resources than it saves? Is the answer a more customer-centric approach? In the contact centre, almost everything is […]

Early Bird Offer for ECCCSAs Finishes on 30 June

There are just ten days until the Early Bird Offer for the European Contact Centre and Customer Service Awards (ECCCSAs) closes. Until 30 June, organisations entering can benefit from submitting three entries for £500 – rather than £295 per nomination […]

Selectra Names NewVoiceMedia as Its Contact Centre Partner

NewVoiceMedia has announced that Selectra has chosen its ContactWorld for Service platform to enhance its contact centre operations. Selectra, a leader in energy price comparison, signed a three-year agreement for ContactWorld, replacing previous contact centre technology that had a basic […]

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