industry news

Industry News provided courtesy of Call Centre Helper

Working Remotely: The 2019 Recipe to High Productivity


Irina Kirnos of RingCentral discusses how homeworking is key to business operations in the coming year. The demand for remote working is growing. The Office of National Statistics believes that 50% of UK employees will be working remotely by next […]

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What Role Will Chatbots Play in 2020?


Colin Hay at Puzzel takes a closer look at the top three uses for chatbots, as the technology continues to evolve. Interesting times are ahead as contact centres cut through the jargon, dispel the myths and embrace new AI technology […]

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NICE inContact Partners with NEC Australia


NICE inContact has partnered with NEC Australia to deliver NICE inContact CXone, the company’s cloud customer experience platform, throughout Australia. NICE inContact CXone  helps organisations to provide an exceptional customer experience by acting smarter and responding faster to the ever-changing […]

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5 Ways to Reduce Cart Abandonment


Brendan Dykes of Genesys discusses how you can improve your online sales by reducing cart abandonment. Like most consumers, I do a lot of my shopping online. And I always make an effort to purchase from vendors I know. “Make […]

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Calabrio Named as a Visionary in the Gartner Magic Quadrant


Despite all the technologies evolving to support new channels for connecting companies to their customers, the heart of the customer relationship hasn’t changed. Customers rely on a business to provide them with the products they want or need, and when […]

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White Paper: The CallMiner Index – Consumer Switching by Sector, the Reasons and the Impact of Call Centres


British businesses are driving customers away for completely avoidable reasons. And it’s costing them billions! This study looks at the essential practices every call centre should have in place to listen and engage appropriately to create a better customer experience. […]

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White Paper: Why Emotional Connections Are Vital to Delivering Outstanding Customer Experiences


In this guide we look at the importance of positive emotions in delivering a great customer experience. This is an area where the industry as a whole is failing and which we ignore at our peril. White Paper written by: […]

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10 Ways to Control Contact Centre Attrition


Contact centres are often associated with high rates of attrition, so we look into what is causing this and how attrition can be reduced. 1. Make Changes to Improve the Working Atmosphere If your workplace doesn’t offer some sort of […]

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Bierce Implements a New Multichannel Solution


To meet the needs of its expanding contact centre, Bierce Surveying has successfully installed ContactOne’s Multi Channel Contact Centre. ContactOne’s cloud-based solution met Bierce’s requirements for a platform that is easy to use, provided data which went beyond those offered […]

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4 Tips for Using Gamification to Improve Agent Performance


Kat Worman of Calabrio shares her advice for successfully implementing gamification in the contact centre. Gamification’s ultimate goal might be superior customer experiences resulting in more satisfied and longer-term customers, but the way it does this is through modern agent […]

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