industry news

Industry News provided courtesy of Call Centre Helper

Cold Call


Sales are what drives the engine of commerce. Without sales, there is no revenue, and without revenue, a business will not survive. But the missing link in that statement is customers. Without customers, we have no one to sell to.  […]

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Talkdesk Landed a Top Spot on Contact Center in the Cloud Index


Talkdesk landed a top spot on Ventana Research’s 2021 Contact Center in the Cloud Value Index, debuting ahead of 13 competitors to classify as an Exemplary Vendor for best overall performance in both product and customer experience. In addition to […]

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8×8 Enhances Microsoft Teams


8×8 announced that the new 8×8 Voice for Microsoft Teams app has added Short Message Service (SMS), Multimedia Messaging Service (MMS) and fax capabilities to further extend the Teams experience for users. 8x8s global direct routing solution now provides enterprise-grade […]

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Webinar: 7 Expert Ideas to Improve Capacity Planning


Part of Call Centre Helper’s Exciting Webinar Series

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Self-Service Portal: How to Measure the Performance


KMS Lighthouse discuss the importance of measuring the performance of your self-service portal. If you want to maintain your brand’s reputation and promote customer loyalty, it’s important to measure your self-service portal for customers. There’s no right or wrong way. […]

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Multilingual Hub Outsourcing


In the Digital Era, the customer is more than ever the central element of any commercial strategy. Managing the Customer Experience in all of its phases is an operational necessity for each company, but achieving a business objective efficiently and […]

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How Smart Algorithm can Crack the Recontact Issue


Increasingly, interchanges between companies and customers are being facilitated by developments such as Predictive Analytics and  Operating Systems Based on Artificial Intelligence that crunch terabytes of big data in the blink of an eye. One key area where such developments have the […]

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What’s Next for Contact Centres That Moved to the Cloud During the Pandemic?


The global pandemic has accelerated digital transformation and ushered in a Cloud-Smart Era. Tom Goodmanson, CEO at Calabrio, reveals recent research results and shares ideas on how to harness the next level of strategic potential for new and existing cloud-based […]

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The Importance of Emotional Intelligence in the Contact Centre


The last twelve months have been difficult for everyone working in customer service. As we move forward with new hybrid ways of working, agents, managers and businesses will face fresh challenges. How can they successfully navigate these changes and deliver […]

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Returning to the Office: Tips to Get Back to Onsite Facilities Safely


Eric Hagaman at Aspect shares tip for returning to the office safely. As vaccines roll out and the world continues to adjust to COVID-19, how can your workforce management team plan for use of your contact center facilities to meet […]

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