industry news

Industry News provided courtesy of Call Centre Helper

18 Characteristics of Great Customer Service


Our panel of experts share their top characteristics of “great customer service” and discuss how to improve service from within the contact centre. 1. Friendly Great customer service, at its heart, must be friendly. Contact centre advisors should start and […]

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What Does the Consumer of 2021 Look Like?


Noel Lavery of Infobip inspects the current consumer trends impacting contact centres. 2021 has been a year of adjustment. The various lockdowns and social distancing requirements of 2020 accelerated the adoption of new technologies, and commerce trends that were on […]

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What is IVR (Interactive Voice Response)?


There are very few aspects of our lives where technology does not play a major role. For the most part, it’s positive and has made our lives easier.  From a business perspective, technology is an absolute necessity in the modern […]

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Interactions Live


The Future of Customer Experience This FREE 2-day global virtual event will take you into the future of customer experience and show you what you need to do today to stay ahead. Hear from our inspiring keynotes, see real customer […]

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Vonage Rated 5 Stars


Vonage has received a 5-Star Rating by CRN in its 2021 Partner Program Guide. Vonage’s channel partner program continues to be a core part of its growth strategy. With this achievement, the Company has been recognized for this ongoing commitment […]

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Webinar: Unlocking Contact Centre Emotional Intelligence


Part of Call Centre Helper’s Exciting Webinar Series

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Real-Time Dashboards for Businesses – What Are The Benefits?


Data is essential to any business. With the right data, you can make informed decisions about the strategies that will grow your brand. Data guides companies towards improved customer service and paves the way for digital transformation. But this information […]

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Preparing for Life After COVID-19 – Starting With Your Employees


Ross Daniels of Calabrio discusses how companies can prepare their teams for post-pandemic business. The global pandemic has changed the way we live, work and do business. Ross Daniels at Calabrio believes now is the time for organisations to plan […]

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Case Study – The Complexities of the Simple Fax


Josh O’Farrell at Spearline shares insights about fax communications. While many believe it to be an obsolete piece of machinery with no role in the modern workplace, fax still remains one of the more commonly used forms of communication. One […]

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SentiSum Adds Voice Calls to Natural Language Processing


SentiSum has extended their natural language processing (NLP) contact centre insights to include voice calls. NLP technology doesn’t rely on keywords or simple rules, but understands the context and meaning of each conversation, providing more meaningful, granular insights. With the […]

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