industry news

Industry News provided courtesy of Call Centre Helper

The Impact of Agent Engagement and Empowerment on WFM in 2021 – Webinar


March 23rd – 11AM (CST) / 5PM (GMT) / 6PM (CET) It’s common knowledge that the most valuable – and costly – resource in every contact center is the people. Engaging your agents isn’t a nice-to-have, it’s must-have. To create […]

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Comdata


Comdata is a leading innovative global service provider in Customer Management BPO with 30 years’ experience. www.comdatagroup.com Contact Name: Paul Stubbs Tel No: 07947380148 Contact Email: paul.stubbs@comdatagroup.com Profile: Comdata is a leading innovative global service provider in Customer Management BPO […]

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IT Costs in the Cloud Era


Victoria Masson shares some key considerations for calculating the costs of a cloud contact centre. Cloud computing has significantly changed the game for companies and organisations by offering them new ways to manage their IT equipment. Various possibilities are available […]

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The Benefits and Challenges of Hybrid Working


Alexandra Kozma of VCC Live discusses the pros and cons of hybrid working. The events of 2020 forced most of us to work remotely. But in some cases, remote work was not an option – or simply not a preference […]

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Contact Centre KPIs: What are the Industry Standards?


Dorottya Márton of VCC Live shares eight contact centre Key Performance Indicators (KPIs), sharing industry averages for each. Measuring and understanding the KPIs of your contact centre is essential for understanding its effectiveness. KPIs’ can let you know where to […]

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Calabrio Wins Innovation Awards


Calabrio have won at the CUSTOMER Workforce Optimization Innovation Awards for their full workforce optimisation (WFO) suite and speech analytics. 2020 was a time of great change for the contact centre. Agents began hosting their frontline communications with customers from […]

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How AI Can Improve Knowledge Management


Helen Billingham of Enghouse Interactive discusses how AI-powered knowledge management drives customer service success. Accurate, up-to-date knowledge is at the heart of delivering the highest levels of customer service. Giving your agents easy access to the right information when they […]

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Webinar: The Secrets of WFM


Part of Call Centre Helper’s Exciting Webinar Series

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NICE inContact Wins a Gold Stevie Award


NICE inContact CXone, has been named a Gold winner in the 2021 Stevie Awards for Sales & Customer Service within the “contact centre solution – new version” category. The Stevie Awards for Sales & Customer Service are the world’s top honours […]

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7 Pillars for Creating Amazing Team Leaders


Marc Carriere shares his approach to coaching and developing great contact centre team leaders. Team leaders are the backbone of any call centre. Yet typically what happens is one of the better team members is made a team leader and […]

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