Call Centre Helper

Call Centre Helper is the ultimate resource for contact centre, customer service, and customer experience experts globally, attracting hundreds of thousands of visitors to our website every month. We provide a free, online weekly magazine designed to offer call centre professionals the latest tips and insights on improving their business operations.

Trade/B2B

English

Magazine

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Global

#471150

United Kingdom

#75110

Business and Consumer Services/Business Services

#739

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Articles

CX Innovators June Best Practice Webinar Series

4 days ago | callcentrehelper.com | Robyn Coppell

Date: 18 June 2025, 7:30 a.m. PST | 10:30 a.m. ESTLocation: VirtualRegister NowThis monthly webinar series showcases real-world success stories and expert advice from CX leaders, helping you improve customer experience, boost workforce efficiency, streamline operations, and drive business growth. Join Talkdesk for the June edition to hear how Fortem, part of the Wilmott Dixon Group, transformed its contact center operations and customer experience strategy with AI-powered tools.
Are You Doing Enough to Empower Your Agents?

4 days ago | callcentrehelper.com | Jo Robinson

Technology, when thoughtfully applied, is a powerful catalyst for both agent productivity and customer satisfaction. Want to discover how to harness its potential?
AI Strategy Workshop

5 days ago | callcentrehelper.com | Jo Robinson

Filed under - Call and Contact Centre Events, Maintel Date: Thursday 10th July 2025Location: Zoom Video Communications, Midcity Place, 71 High Holborn, London,WC1V 6EARegister NowStep into a future where customer and employee experiences are truly connected. This must-attend event, hosted by Maintel and Zoom, brings together CX leaders, AI experts, and enterprise IT decision-makers for a half-day of insight, innovation, and impact.
A Guide to Contact Centre Sentiment Analysis & Measurement

5 days ago | callcentrehelper.com | Jo Robinson

Calabrio has gathered all the need-to-know info on contact centre sentiment analysis tools-as well as the use cases and best practices your team needs to bring it all together in one effective approach to elevated CX. You’ve probably misinterpreted more than your fair share of text messages because you couldn’t determine the intended emotion behind the words. Was the sender being serious? Sarcastic? Flippant?
14 Skills Every Call Centre Agent Should Master

1 week ago | callcentrehelper.com | Jo Robinson

This blog summarizes the key points from a recent article from David McGeough at Scorebuddy, where he explores the 14 most essential call centre skills that your agents must have – and how you can coach each one effectively. Call Centre Agent Skills Are Shifting – Are You Keeping Up? With AI tools, automation, and ever-rising customer expectations reshaping the support landscape, the skill set needed in today’s call centres is rapidly expanding.
How to Improve Agent Consistency with Analytics

1 week ago | callcentrehelper.com | Robyn Coppell

Contact centres rely on agents to deliver high-quality service, but not every customer gets the same experience. Differences in agent performance, coaching, and approach can lead to inconsistent interactions, ultimately affecting satisfaction and loyalty. To find out more, we asked David Samuel, Chief Product Officer at Contexta360, to explain how contact centres can prevent inconsistent agent performance impacting CX.
5 Best Practices to Improve AHT in the Contact Centre

1 week ago | callcentrehelper.com | Jo Robinson

Calabrio explores all things AHT, with essential best practices to reduce AHT-and shorten your conversations without compromising high-quality service. Every conversation in a contact centre-from start to finish-holds helpful insights about the customer experience and service performance. This is why the amount of time spent on interactions is a key metric for ensuring the efficiency of your customer service. It’s called average handle time (AHT).
Ways to Reduce and Improve Call Transfers

1 week ago | callcentrehelper.com | Robyn Coppell

Call transfers are a common frustration in contact centres, for both agents and customers. They slow things down, break the flow of the conversation, and often lead to repeat explanations. To find out how contact centres can optimize and reduce call transfers, we asked John Ortiz, Technology Sales Manager at MiaRec, to explain how topic analysis and smooth processes can help.
Xperience 2025

1 week ago | callcentrehelper.com | Robyn Coppell

Date: 08 – 10 September 2025Location: Gaylord Opryland, Nashville, TennesseeRegister NowInteract with the innovative leaders and global brands that are shaping AI and the experience economy. Immerse yourself in expert-led discussions, hands-on workshops and real-world case studies designed to inspire innovation. Connect and collaborate with your industry peers through roundtable discussions, networking breakfasts and social events.
The Ultimate Guide to AI in Customer Service

1 week ago | callcentrehelper.com | Jo Robinson

Celia Cerdeira at Talkdesk dives into how AI is transforming customer service, the benefits, and how to successfully implement it across a customer experience strategy. AI is reshaping customer service by setting a new standard for speed, personalization, and always-on support. From tailored product recommendations to relevant content and seamless brand interactions, personalization has become the standard.