industry news

Industry News provided courtesy of Call Centre Helper

Effective Ways to Gather Customer and Advisor Feedback


Chris Stainthorpe, of CustomerSure, shares his preferred method for collecting customer and advisor feedback, before sharing five tips to help get you started. “If everyone else jumped off a cliff, would you?” Little did my mum know I’d become an […]

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So What Does Best Practice Look Like in a Post Peak Voice World?


Stuart Dorman of Sabio, discusses how best service is being addressed with the rapidly changing methods of communication.  It was great to attend the UK National Contact Centre Conference run by the CCMA at the British Library in London last […]

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Photos from Children in Need 2018


Contact centres across the country answered calls from Children in Need. Other call centres sent in some of their best photos showcasing their 2018 Children in Need fundraising efforts. Check out the stories and photos below. Fujitsu UK Team in […]

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Whitepaper: How Interaction Analytics Reduces Costs, Optimises Engagement and Provides Rapid ROI


Analytics is one of the more versatile and powerful innovations that has become available to contact centres. This white paper explains how interaction analytics creates value and rapid ROI with examples from real-world deployments. White Paper written by: CallMiner Click […]

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NICE inContact Recognised in Gartner’s Magic Quadrant Once Again


NICE inContact, provider of CXone, has been named a Leader in the Gartner Magic Quadrant for Contact Center as a Service, North America report. NICE inContact achieved the highest overall position for its ability to execute, and has been named […]

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How to Reduce Friction and Add Rewards to the Customer Experience


We investigate what you need to know when reinventing the customer journey to create the most memorable experience for your customers.   Why It’s Important to Remove Friction and Add Rewards There are two factors that are really important in […]

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White Paper: Driving Customer-Centric Business Strategies


Is your contact centre prepared to stop current customer churn and adapt to take on future challenges? Get the ebook to find out how to use your customer interaction data to claim your spot at the executive table. White Paper […]

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Genesys Establishes a Global Artificial Intelligence Centre of Excellence in Ireland


Genesys have announced that it is creating 200 new technology jobs in Ireland over the next three years at its Artificial Intelligence (AI) Centre of Excellence in Ireland . The senior and highly skilled technical roles are based at the company’s […]

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Vera Bradley Increases Contact Centre Efficiency


NICE inContact have announced business results for Vera Bradley achieved with the NICE inContact CXone Business Line Texting Solution, including integrated Textel two-way texting. Textel, a NICE inContact DevONE partner, provides SMS and MMS on existing contact centre phone numbers […]

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7 Contact Centre Agent Training Nightmares


Kat Worman, of Calabrio, discusses seven contact centre agent training problems that are keeping Managers up at night. When it comes to delivering a superior customer experience, superior agent training is key. Without it, companies suffer from disempowered or disengaged […]

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