industry news

Industry News provided courtesy of Call Centre Helper

How to Get More from Your CRM System


Loic Dhallenne of Odigo promotes the idea of integrating your Contact Centre as a Cloud (CCaas) solution with your CRM system. Today, beyond the technological feats of AI, automation and the cloud, the focus of contact centre managers should remain […]

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Migrating to Voice over Internet Protocol (VoIP)


Lorraine Kelleher of Spearline discusses migrating to Voice over Internet Protocol (VoIP). The Growth of VoIP and SIP The clock is also counting down on the use of legacy global telephony infrastructure. Global Market Insights suggests that by 2025 the […]

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Avoid Silo Problems in Your Contact Centre Channel Strategy


Valur Svansson of Lifesize discusses how to avoid classic silo problems in the contact centre, while promoting “interchannel” as the future of customer experience (CX). The Future of Customer Experience Is Interchannel It’s been a full decade since omnichannel first […]

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Case Study: Contact Centre Reduces Training Time by 50%


311 centres first started to appear in the United States about 25 years ago. This new phone line was created in an effort to divert routine enquiries and non-urgent community concerns from 911. Since that time, citizens now need to […]

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How Businesses are Creating New Cultures Through Technology


Michael Frearson shares some insights into how organizations are rebuilding their culture to suit remote working. The events of 2020 have changed the future of the workplace as we know it. As news headlines are rife with predictions on what […]

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Case Study: Medavie Blue Cross Decrease Call Escalations by 40%


Medavie Blue Cross have been successful in reducing training by two weeks and decreasing escalations to tier two by 40%. This is how they did so. Trust, privacy and compassion are all qualities that individuals and businesses seek in their […]

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IPI Cloud AI Workshop


Join us for a free workshop on 18th February at 10:30am where our experts, Steve Murray, Solutions Director and Ben Smith, Technology Solution Consultant, will deep dive into how IPI Cloud AI can benefit your contact centre and your customers. […]

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10 Experts Share Their Favourite Advice for Remote Working


We share ten tips for improving performance in your remote contact centre, which have been shared with us by industry experts. Our First Remote Working Video The first five tips for remote working are shared with us by our experts […]

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How to Set the Right Expectations on a Call


We investigate how to set customer expectations during a call, sharing lots of best practices for call centre advisors. The Trap of Not Setting the Right Call Expectations There is a trap that many contact centre advisors fall into – […]

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Nuance Debuts ‘Digital Front Door’ for Patient Engagement


What is a “patient engagement virtual assistant platform”? It’s a way to use artificial intelligence (AI) to take an increasingly complex patient journey in healthcare and bring it together into a unified whole. It’s a way to anticipate that customers […]

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