industry news

Industry News provided courtesy of Call Centre Helper

4 Steps to Drive Customer Feedback Into the Wider Business


Chris Stainthorpe of CustomerSure shares his preferred process for driving the Voice of the Customer (VoC) into the wider business for real change. If you work in a customer-facing role, you’re no doubt exhausted at being told that “customer experience […]

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Global Study Reveals That Digital Customer Experiences Are Improving


Findings from a NICE inContact global research study, which measured real-world consumer experiences across a variety of communication channels, have been released. The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, […]

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Natterbox Integrate Automated Payment System Into Telephony Platform


Natterbox have announced that they have fully integrated a highly secure, automated credit card payment service which meets the strict PCI DSS standards into their telephony platform. The new service, developed in partnership with the market leader in secure voice payment […]

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Turning Contact Centre Agents Into Storytellers


Dean Kaplan shares his secret to building a better emotional connection between agents and customers: storytelling. As the head of a collections agency, I have a lot of stories to tell. People are often fascinated to learn more about debt […]

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How Quality Scorecards Support Customer-Oriented Behaviour


Dick Bourke of Scorebuddy discusses how you can design a quality scorecard that helps to nurture customer-orientated behaviours. Companies that carefully gather and assess call centre data have more effective call centres that are not viewed as cost centres but […]

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Customer Experience Questions to Guide You Through the Jungle of Customer Care


According to a recent Walker Study, by the year 2020, customer experience (CX) will surpass price and product as a primary indicator of industry-leading brands in the marketplace. Now you might be asking yourself, “But what does customer experience mean?” […]

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NewVoiceMedia Named in FT Future 100 2018


NewVoiceMedia has been named in the inaugural FT Future 100, an annual list compiled by The Financial Times which celebrates fast-growing UK businesses that are positively contributing to the future of their sector, business, and society. The accolade builds on […]

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Smashing the Scourge of Overtime


Many a manager and business leader has to deal with the challenge of overtime at some point in their careers. From an employee’s perspective it can be a positive, with those few extra pennies making a difference when staff decide […]

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What Can We Do to Keep Our Data Safe?


​Businesses and customers alike are victims of hackers. The first suffer from brand and reputation damages as well as heavy costs. For end customers, the consequences can be dramatic – a hack can expose them to much more than financial […]

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VitalityHealth Automates Its Quality Management


Consultants Ember and speech analytics solutions provider CallMiner are working together to help leading health insurer VitalityHealth maintain its high standards of contact centre service. Ember has deployed the CallMiner Eureka analytics platform, on a fully managed basis, to provide […]

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