industry news

Industry News provided courtesy of Call Centre Helper


UK National Contact Centre Awards 2018 Open for Nominations

The CCMA UK (Call Centre Management Association) is pleased to announce that nominations for the 23rd UK National Contact Centre Awards are now open. UK-based contact centres can enter for free, by registering on the Awards website. Nominations close on […]

Partnership Aims to Revolutionise Voice of the Customer Programs

The partnership of CallMiner and IP Integration (IPI), aims to embed CallMiner’s technology in IPI’s advanced contact centre solutions. Valur Svansson, Principal Consultant, IPI, said: “The CallMiner partnership will enable us to deliver enhanced insight to drive successful customer engagement […]

Revealing The Remarkable Secret to Building Customer Loyalty

Do you believe it is the Customer Experience you provide that makes customers loyal? If you do, I am sorry to be the one to inform you that you are wrong. I have been a global Customer Experience consultant for […]

How Team Leaders Can Talk Like Leaders

When you’re managing or leading a team, it’s all about the conversations. Some of my closest peers use the term ‘high frequency and high quality’ to describe the vital role of conversations with Team Members and that’s such a great […]

Making the Case for Workforce Management Software

Charles Watson argues that you should never manage a contact center without Workforce Management (WFM) software. Most large companies now use a workforce management system.  According to a recent survey on US contact centre operations, 90% of large contact centres, actively use WFM […]

The One Question That You Should Ask Your Customers (and Staff!)

For many years, I’ve shared the concept I call the One Thing Question. The idea is to ask a customer: “What’s one thing you can think of that would make doing business with us better?” I love this question because […]

CallMiner’s 2017 Net Promoter Score Exceeds Industry Benchmarks

CallMiner have released its Net Promoter Score (NPS), a standard metric that measures customer experience and predicts business growth. Net Promoter Score is a standard metric that is calculated based on responses to a customer survey question that asks: “How […]

How Interactive Virtual Assistants Can Benefit Your Customers

Lauren Spinella discusses the potential positive impact of Intelligent Virtual Assistants (IVAs), across different types of organisations.  In an age where technology is constantly improving consumers’ daily lives, companies are also ready for a tech helper. However, the personal virtual assistants […]

2018 Customer Contact Innovation Awards Shortlist Announced

The Forum have announced that 11 organisations have been shortlisted to win the 2018 Customer Contact Innovation Awards. The winners will be announced at the Gala dinner on April 24th at the close of the annual Customer Strategy & Planning conference, […]

Stop Scamming Your Team With an Employee of the Month Award

One of today’s typical “employee motivational ploys” is the employee of the month award. What a scam this is – at least it is for most of the business world! Here’s why… We treat our employees like sheep; herd them […]

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