industry news

Industry News provided courtesy of Call Centre Helper

Vonage Leads the 2022 CPaaS Omdia Universe Report


Vonage has been named the Leader in the Omdia Universe: Selecting a CPaaS Platform 2022* report. Omdia calls out the strength of Vonage’s CPaaS platform, its community of more than one million registered developers, wide geographic reach, enterprise-grade services, and […]

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Swim England Embraces the Flexibility of Remote Work With 8×8


Swim England, the national governing body for swimming in England, has deployed 8×8 XCaaS (eXperience Communications as a Service) to equip the company’s employees and contact centres with the communications capabilities needed to operate within the modern workplace. Previously, Swim […]

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A Simple Motivational Trick


Paul Weald, Customer Service Innovator, outlines a simple way to motivate call centre agents with cheap, personalised rewards. Video Transcript I’ve got some ideas that can make it fun in your contact centre to be able to deliver improvements that […]

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AHOD – All Hands on Deck


The situation that exists when a contact centre gets super-busy, customer wait times go up and service levels start to drop. This is often as a result of external activity, such as a marketing campaign, system outage or the weather. […]

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How Predictive Dialers Work and Why They’re Essential


Steve Bell at Talkdesk explains that knowing how predictive dialers work may not be necessary for call centre agents, but executives should understand the basics to succeed. Automated dialing in its various forms is a tremendous productivity tool for companies […]

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Calabrio Customer Connect 2022


Join us for Calabrio Customer Connect, 2022 — the annual Calabrio customer conference that brings together customers, partners and contact center thought leaders for two-and-a-half days of innovation, education and networking. Be invigorated by industry keynotes, roll up your sleeves […]

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5 Ways to be a Better Ally in Contact Centers


Richard Britt at CallMiner explains five ways to be a better ally in contact centres. What are Allies in Contact Centres? I have spent a large chunk of my career in contact centres in lots of roles. Over the years, […]

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The Insurer-Policyholder Relationship Is Evolving


Digital transformation has disrupted many industries. In insurance, it’s brought near-instant underwriting, automated claims processing and the rise of “insurtech” startups that challenge traditional carriers. For an industry rooted in tradition and centuries-old stability, it’s an astonishing amount of innovation […]

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True Cloud vs Fake (Hosted) Cloud


In his latest blog, Magnus Geverts of Calabrio discusses how to spot the difference between true and fake cloud solutions and why it matters for workforce optimisation (WFO) applications. The decision to take your WFO solution to the cloud is […]

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Celebrating Contact Centre Culture: How to Promote Positive Futures


Maxine Allard at Odigo explains how it can be easy to forget that the contact centre industry is full of passionate and motivated individuals. Historical bad press and publicity on burnout and turnover could fool anyone into thinking the idea […]

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