industry news

Industry News provided courtesy of Call Centre Helper

3 Ways Virtual Agents Can Boost Call Centre Efficiency


Miguel Caetano discusses how virtual assistants can benefit the contact centre and customers. Self-service is a hot topic in the call centre industry. From knowledge bases to virtual agents, the potential disruption that a solid set of self-service applications can […]

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How Has the Pandemic Impacted Customer Experience?


Helen Billingham of Enghouse Interactive discusses the impact that COVID-19 has had on many organizations and the customer experience they offer. 2020 has been a year of unparalleled upheaval and disruption, due to COVID-19. The impacts have been far-reaching, with […]

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8 Questions to Ask When Contact Centre Planning With Excel


Ravi Shivnani of injixo puts forward some key questions on planning with Excel to make the life of a resource planner easier. Excel is still the tool of choice for many contact centre planners when it comes to staff planning. […]

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Talkdesk Is Named to the 2020 Forbes Cloud 100


Talkdesk has been named to the Forbes 2020 Cloud 100, the definitive ranking of the top 100 private cloud companies in the world, published by Forbes in partnership with Bessemer Venture Partners and Salesforce Ventures. “We are honoured and proud to […]

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How to Evaluate Chatbot Companies


Inbenta discusses how to evaluate chatbot companies so you can choose the best one. With the growing popularity of smart automation and bots, more and more businesses are interested in developing a chatbot of their own. Looking for a reliable […]

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Enghouse Interactive Promotes Node4 to Silver Partner Status


Enghouse Interactive announced that it has elevated IT infrastructure and services provider Node4 to silver partnership status within its EMEA partner programme. This accolade follows from the growth Node4 achieved through its dedicated collaboration business unit, N4Engage, in selling Enghouse […]

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How Contact Centres Can Compete in a Post-Pandemic World


Patty Yan of RingCentral shares her vision of the future of the contact centre industry. Despite predictions that 50% of UK workers would be working remote by the end of this year, the sudden shift to working from home caught […]

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14 Best Practices for Maximizing Your Service Level


Our panel of experts share their favourite ideas for better meeting service level targets in the contact centre. 1. Rethink Your Service Level Targets and Advisor Groupings When it comes to service level, many contact centres gravitate towards the standard […]

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Must-See Expert Webinar – How to Migrate From Excel to WFM


Do you use spreadsheets in contact centre resource planning? Then our free webinar series is for you! Together with resource planning experts, we will talk about best practices and useful hacks as well as limitations and strategies to help you […]

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Complete Our Survey to Win a Dyson Cool Desk Fan – 1 Week Left to Take Part


Do you want to benchmark your contact centre against others and be in with a chance of winning a Dyson Cool AM06 Desk Fan worth up to £250? Of course you do! And the good news is that all you […]

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