industry news

Industry News provided courtesy of Call Centre Helper

Winner of Business Phone System of the Year Announced


Mitel have announced that its MiCloud Flex private cloud solution has been named “Business Phone System of the Year” as part of the 2020 RemoteTech Breakthrough Awards conducted by RemoteTech Breakthrough, a leading independent market intelligence organization that evaluates and […]

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Voice of the Customer: Your Secret Weapon to Strengthen Customer Service


Nico Bryan of Playvox discuss the importance of Voice of the Customer (VoC) and how they can drive value, if used to good effect. The foundation of a successful business relies on its customers. Simply coasting through without hearing feedback […]

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The Best and Worst Sectors for Customer Service are Revealed…


Research by Maintel has revealed that the energy and utilities sector is falling short when it comes to delivering on customer service. More than one third (35.4%) of people voted the industry the worst for customer service. However, it isn’t […]

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How Automation Can Protect You from an Avalanche of Customer Interactions


Estelle Verani of Inbenta discusses how to survive the potential upcoming avalanche of customer interactions with automation. The digitization of shopping experiences in the past decade has seen the volume of interactions explode. The COVID-19 pandemic and lockdown that resulted […]

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The North East Contact Centre Industry Announce 2020 Award Winners


This year’s winners of the North East Contact Centre Awards 2020 have been revealed in an Online Awards Ceremony. In a challenging year for the region’s contact centre industry, who have worked hard to deliver vital services in the face […]

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What is Call Centre Shrinkage and How to Minimize It?


Verint Monet introduce us to call centre shrinkage and how it can be managed in the call centre. What is Call Centre Shrinkage? One of the most important concepts in schedule adherence is shrinkage. Shrinkage can be defined as the […]

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6 Tips to Prepare for a Day of Homeworking


Sam Goldney of Sensée explains the steps she takes when getting ready for work. My The Journey to Work After ten years of working from home I’d like to think I’ve got my morning journey to work routine finely honed. I […]

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Sensée Strikes Gold at the 2020 South West Contact Centre Awards


The success and professionalism of Sensée’s work-from-home contact centre teams during lockdown has been recognised at the 2020 South West Contact Centre Awards. At a glittering virtual Awards ceremony last Friday night, Sensée was named winner in the “Covid – […]

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Contact Centre & Customer Services Summit


The next Contact Centre & Customer Services Summit will take place on April 26th & 27th 2021 – Demand will be high so secure you delegate place today! At the event we will tailor-make an itinerary of pre-matched connections between […]

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4 Terrible Teleconferencing Troubles


Josh O’Farrell of Spearline introduces four terrible teleconferencing difficulties that many of us have experienced across 2020. With COVID-19 still affecting the vast majority of businesses across the globe, causing most workers and agents to remote work, the need for […]

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