industry news

Industry News provided courtesy of Call Centre Helper

Key Considerations for Call Accounting Solutions


Helen Billingham at Enghouse Interactive outlines five key consideration to choose the perfect cloud-based call accounting solution Call accounting software is essential for any business that needs to capture, record, and control the costs of telephone usage events. By enabling […]

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Sensée launches ‘The Sensée Forest’


Sensée has announced a three-year partnership with Treedom, a global web platform for planting trees and forests worldwide. The partnership is part of a broader Sensée programme to reduce the company’s carbon footprint and become the first 100% work-from-home business […]

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Webinar: The Agent of the Future


The Agent of the Future: Part of Call Centre Helper’s Exciting Webinar Series

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Charleston County Sheriff’s Office Selects NICE Solution


Charleston County Sheriff’s Office, one of the largest law enforcement agencies in the state of South Carolina, has selected the NICE Investigate Digital Evidence Management solution to improve agency efficiency and justice outcomes by digitally transforming how its investigators collect, […]

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How to Use AI Successfully in Your Customer Management


So much has been written about artificial intelligence (AI) and what it can do for businesses, their customers and employees (as well as other parts of society). But unfortunately, too much of the writing about AI veers between the hugely […]

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8×8 Named a Leader for UCaaS


8×8 has been named a Leader in the 2021 Gartner Magic Quadrant for Unified Communications as a Service, Worldwide. This is the tenth consecutive year 8×8 has been recognized as a Leader in this report. “We are honored to be […]

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High Call Volume Corrective and Preventative Tactics


Lídia Dias at Talkdesk outlines the best corrective and preventative tactics for high call volume and seasonal spikes in the contact centre. “Due to higher than normal call volume, you may experience a greater hold time than usual”. The most […]

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5 Secrets to Building a Customer-Centric Organization


Laura Bassett at NICE CXone explains how technology is only the first step and provides five secrets to building a customer-centric organisation. “There is only one boss. The customer. And he can fire everybody in the company from the chairman […]

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NI Contact Centres Applauded for Excellence


Contact centres from across Northern Ireland were honoured recently at the fourth annual Contact Centre Network NI Awards. Hosted by comedian Colm O’Regan at the Hilton Hotel Belfast, the event was attended by 160 industry professionals gathering together to celebrate […]

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An Essential Tip From IT History


It’s a déjà vu moment for Contexta360’s CEO Andrew White. There are so many similarities and so many relevant takeaways and strategies from yesteryear that are so valuable today. Circa 20 years ago, I worked in the IT service management […]

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