industry news

Industry News provided courtesy of Call Centre Helper

The Role of a Call Centre Trainer


I want to express my deepest gratitude to Call Centre Helper Magazine for the opportunity to advertise for my dissertation research. I once asked a call centre leader what a trainer does; their answer still makes me chuckle. “A trainer […]

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OPW in Ireland Implements 8×8 XCaaS


8×8 has announced that the Office of Public Works (OPW) in Ireland has implemented 8×8 XCaaS (Experience Communications as a Service), an integrated contact centre, voice, video meetings, and chat solution, to enable its digital and technology strategy. One of […]

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DTX + UCX Europe


UC EXPO is Europe’s most extensive unified communications and collaboration event. Spanning two days, the event encompasses the technologies that enable smarter collaboration and help to build a digital workplace for this new era. Explore the technology and solutions that […]

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How to Optimise Call Abandonment Rate


Filipa Silva at Talkdesk explains what call centre abandonment rate is, and why it matters. Customers call contact centres to have an issue resolved. Unfortunately, that’s not always what happens. Sometimes those calls are abandoned. In this post, we’ll look […]

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Tips for Delivering Great Omnichannel Customer Service


As customer demands and expectations shift, more and more consumers expect a seamless experience across channels. Omnichannel customer service, as a concept, takes direct aim at this phenomenon and empowers organizations to provide the very best service they can for […]

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The Ultimate Guide to Customer Support Solutions


Lídia Dias at Talkdesk shares insights on customer support solutions, the benefits they bring to your contact centre, and the top factors to consider. Poor customer service drives away customers. Sixty-eight percent of customers agree that a single poor customer […]

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Digital Customer Experience Transformation


Chris Bauserman at NICE CXone shares two quick wins for digital customer experience transformation. The recent pandemic fundamentally and permanently altered consumer behavior and expectations. People who were locked down at home and reluctant to potentially expose themselves to the […]

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8×8 Announce XCaaS Enhancements


8×8 have announced new 8×8 XCaaS (Experience Communications as a Service) enhancements, including support for video meetings with up to 500 active participants and advanced mobility, to drive organization-wide collaboration for a hybrid workforce. “Our employees live in 8×8 Work […]

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Cirrus Partner With Redsquid


Cirrus and Redsquid have announced their partnership, which enables Redsquid to provide large SME and enterprise customers an omnichannel contact centre solution to meet changing customer demands that have been accelerated by the Covid-19 pandemic. Jason Roos, CEO at Cirrus, […]

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Elevate Your Customer Experience With Big Data


Razan Saleh at Infobip shares insights on how you can elevate your customer experience with big data. Nowadays, data can be found anywhere, and most brands collect a tremendous amount of it from their customers. Data can be collected across […]

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