industry news

Industry News provided courtesy of Call Centre Helper

Key Considerations for Call Accounting Solutions


Helen Billingham at Enghouse Interactive outlines five key consideration to choose the perfect cloud-based call accounting solution Call accounting software is essential for any business that needs to capture, record, and control the costs of telephone usage events. By enabling […]

Read more Read more

Sensée launches ‘The Sensée Forest’


Sensée has announced a three-year partnership with Treedom, a global web platform for planting trees and forests worldwide. The partnership is part of a broader Sensée programme to reduce the company’s carbon footprint and become the first 100% work-from-home business […]

Read more Read more

Webinar: The Agent of the Future


The Agent of the Future: Part of Call Centre Helper’s Exciting Webinar Series

Read more Read more

NI Contact Centres Applauded for Excellence


Contact centres from across Northern Ireland were honoured recently at the fourth annual Contact Centre Network NI Awards. Hosted by comedian Colm O’Regan at the Hilton Hotel Belfast, the event was attended by 160 industry professionals gathering together to celebrate […]

Read more Read more

An Essential Tip From IT History


It’s a déjà vu moment for Contexta360’s CEO Andrew White. There are so many similarities and so many relevant takeaways and strategies from yesteryear that are so valuable today. Circa 20 years ago, I worked in the IT service management […]

Read more Read more

How Leading BPOs Save Time and Money with Five9 – Webinar


Thursday, October 28th – 11:00 am CET Learn how to take your BPO to the next level with the Five9 Intelligent Cloud Contact Center. The BPO market is expected to reach $435.89bn by 2028. Join Erin and Paul Bernardo, Sr. […]

Read more Read more

6 Simple Steps to Evaluate Your Gamification Cycle


Natalie Mackay at Five9 explores how gamification can be a helpful tool to motivate and engage their agents. But it’s not enough to implement a gamification strategy once and call it a day. contact centre managers must constantly evolve their gamification strategies to continually increase agent engagement. Setting […]

Read more Read more

Your Customer Service is Trying Too Hard, and Not Where it Matters


Genesys has shared the “State of Customer Experience” report, which examines consumer preferences and how businesses are approaching customer experience (CX). First conducted in 2017, this report analyzes trends in consumer expectations, where businesses are getting it right — and […]

Read more Read more

NICE Drives Accelerated CX Transformation for Globe Telecom


NICE has powered the efficient governance and accelerated CX transformation of Globe Telecom’s Workforce Management (WFM) Operational Command Centre covering their voice and digital lines of business, all of which was enabled by NICE’s Value Realization Services (VRS) team. Globe […]

Read more Read more

Vonage Announces Acquisition Of Jumper.ai


Vonage has acquired Jumper.ai, a Singapore-based leader in omnichannel conversational commerce solutions. Jumper.ai’s team will join Vonage’s Product and Engineering group. With this acquisition, Vonage gains significant technology and developer-focused talent, as well as expertise in conversational commerce, complementing the […]

Read more Read more