industry news

Industry News provided courtesy of Call Centre Helper

White Paper: The Danger of Digital


Why digital self-service without true omnichannel strategies risks the entire customer experience New study reveals that companies must first focus on themselves to meet customer expectations for digital service White Paper written by: Calabrio Click here to download your copy […]

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Wishing You All a Very Merry Christmas…


Call Centre Helper will be back in your inbox on Thursday 3rd January 2019. If you would like to make and send your own online Christmas card, then click here to visit Presentation Magazine.

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The Top Stories of 2018


This year, we’ve published hundreds of articles on our site with the aim of helping you to boost your contact centre performance.  Here are the top ten stories with the most page views in 2018. Enjoy! Number 10. 12 Top Uses […]

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White Paper: 5 Ways to Improve Contact Centre Performance


For many contact centres, crucial performance information seems to be locked away behind barriers. Find out in this paper which metrics to choose, how to set the right targets for KPIs and how to effectively measure metrics. White Paper written […]

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Clarabridge Customer Connections 2019


C3, our electrifying three-day conference, is returning to Miami, April 29-May 1, 2019. Hear from industry experts, thought leaders, and top practitioners in customer experience (CX) and social customer service for examples and best practices needed to stay ahead of […]

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NewVoiceMedia Win Technology Award


NewVoiceMedia have announced that TMC, a global, integrated media company, has named the NVM Platform as a 2018 Contact Centre Technology Award winner, presented by CUSTOMER magazine. “We are delighted to have won the 2018 Contact Centre Technology Award from CUSTOMER Magazine for our NVM […]

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How Artificial Intelligence Can Improve Knowledge Management


Juergen Tolksdorf of Genesys discusses how the contact centre can boost its knowledge base to improve performance. Most contact centre leaders understand the potential and promise of Knowledge Management (KM) and self-service. Few, however, have experienced a successful or optimal […]

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Younger Shoppers Expect Improved Customer Service During Promotional Periods


Stephen Ball of Aspect Software discusses the heightened importance of good customer service during these busy times of the year. It’s no secret that the retail sector has suffered a sustained period of difficulty in recent times, with the highstreet […]

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Calabrio Customer Connect


Attend Calabrio Customer Connect and drive what’s next in your workforce optimization strategy. In this two-and-a-half day conference, you’ll join hundreds of customer engagement, workforce and quality professionals for in-depth breakout sessions and workshops. Attend and join discussions around the […]

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How Digital Channel Mishaps Can Create Frustrated Customers


Rachael Royds of CallMiner, explains how customers will switch channels and call the call centre if they are frustrated with the response from digital channels. The CallMiner Index is a recent survey and report that identifies the sectors that have […]

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