industry news

Industry News provided courtesy of Call Centre Helper


Do You Have Individual Advisor Coaching Plans?

Each individual advisor brings a different personality and level of expertise to a contact centre, and the challenge for managers is to be able to identify strengths and weaknesses, so they can help each person reach their full potential. But […]

Are Spreadsheets Burning Call Centre Quality Assurance Productivity?

Time – every business is (or should be) concerned with it. Working hard is important, but working smart, especially with your usage of time, is what can set you, your call centre team, and your company apart. One of the greatest […]

Genesys PureCloud Expands Voice Options Around the Globe

Genesys is accelerating its worldwide cloud-based customer experience capabilities by expanding voice options for the Genesys PureCloud platform. With a newly increased global footprint of its internet-based telephony service, PureCloud Voice, and the introduction of a cloud-based Bring Your Own […]

Sabio wins Avaya’s 2017 Contact Centre Partner of the Year Award

Sabio has announced that it won two out of the nine major channel partner awards presented at the Avaya Edge World Tour event held at London’s Barbican this week. Sabio was selected as Avaya’s 2017 Contact Centre Partner of the […]

The Intraday Story – Four Reasons to Think Again about Real-Time

Paddy Coleman at QStory takes a closer look at how intraday automation is the next step-up in contact centre performance. Whether it’s called real-time or intraday management, real-time is back on the contact centre agenda with a vengeance. The need […]

What’s The Right Thing To Do When The Customer’s Wrong?

Does the mantra – ‘The customer’s always right’ – hold true in every situation? What about when the customer is wrong and the company is quite within their rights to deny the customer request? Should the company still hear the […]

Movers and Shakers

This month we bring you news from Bright and RingCentral Bright UK Continues To Expand Its UK Management Team Bright is delighted to announce the appointment of David Payne, Ciara Leddy and Gavin Priest to the UK team. David is […]

How to Calculate Occupancy

In this article we look at how to measure and calculate occupancy in the contact centre. What is Occupancy? Occupancy is the percentage time that advisors take on call-related activity compared to the logged-in time. ‘Call-related activity’ covers talk time, […]

Top 25 Positive Words, Phrases and Empathy Statements

A discussion on the best positive words, phrases and empathy statements to improve your call centre’s customer service - Useful for positive scripting.

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