Call Centre Helper
@callcentrehelp
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Leading contact centre magazine. News on #ContactCentre #CallCentre #CX #CCaaS #WFM #AI #Analytics
Monmouth, Wales
Joined September 2011
15 Ways to Build Rapport With Customers🪜. Start learning how to build rapport here 👇. #CustomerExperience #contactcenter #rapport.
callcentrehelper.com
Build exceptional rapport with your customers using these 15 proven techniques. Strengthen connections, and create meaningful two-way conversations.
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Struggling to work our staffing requirements in your #contactcenter ? . Explore our guide that breaks down the process into nine simple steps 👇. #Staffing #calculation #occupancy.
callcentrehelper.com
Discover how to calculate staffing in a contact centre in an easy to use, nine step process, as well as what you shouldn't do when making this calculation.
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Would you like a free calculator to measure call centre shrinkage 🧮. Download our free tool here 👇. #Shrinkage #calculator #contactcenter
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21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service 👎. Explore the top 21 ways to apologize to a customer 👇 . #sorry #apologize #contactcenter.
callcentrehelper.com
Turn a bad customer experience into a positive one with our 21 ways to say I’m sorry with real apology examples to rebuild trust and loyalty.
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The top 50 Words to Describe Yourself on Your CV?. If you're struggling to write about yourself on your CV, we have put together a list for you 👇. #CV #Employment #contactcenter.
callcentrehelper.com
Looking to make your CV stand out? Explore our list of powerful buzzwords, key adjectives, and examples to boost your resumé and showcase your skills.
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Want to know the whole phonetic alphabet? 🔤. Here you can explore all of the phonetic alphabets with free downloads to share with the team 👇. #PhoneticAlphabet #contactcenter #phonecall.
callcentrehelper.com
Master the UK Phonetic Alphabet with our simple A-Z guide. Perfect for call centres, radio, and security. Explore a range of free downloads.
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Have you heard of Erlang X? No, it’s not a typo…❌. Erlang X is a refreshing take on contact centre capacity calculations, picking up where Erlang C drops off! WFM expert Doug Casterton explains more 👇. #Erlang #contactcenter #WFM.
callcentrehelper.com
Learn about Erlang X and how it improves contact centre capacity planning, where it outperforms Erlang C, and how to apply it in forecasting.
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We all know the hidden time killers in our contact centres. But what can we do to stop them? 🤔. @babelforce breaks how in this guide 👇. #contactcenter #call #babelforce.
babelforce.com
Discover 5 hidden time killers in your contact center - and how to automate them. Save time, cut costs, and boost CX. Download the free ebook now.
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How can you reduce agent stress in your contact centre? 🤯. Watch this video where Tatiana Polyakova at @MiaRecInc explores how. Explore more ways to reduce agent stress: #stress #agent #contactcenter #WorkLifeBalance
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Want to know the best ways to recruit successful agents into your contact centre? 👀. In our recent blog, @score_buddy provides 7 steps to build a better hiring strategy 👇 #Recruitment #contactcenter #hiring #agent.
callcentrehelper.com
This blog summarizes the key points from a recent article from David McGeough at Scorebuddy, where he shows how to build a data-driven recruiting strategy, avoid common mistakes, and turn your QA...
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81% say that WFM is becoming more important over time 🕰️. Want to know the insights of Peopleware's latest benchmarking report? Read them here 👇. #WFM #Benchmark #Report #contactcenter #CX.
callcentrehelper.com
Chris Dealy at Peopleware explores six key insights from their 2025 workforce management benchmarking report. The world of customer service, contact centres, and workforce management (WFM) is...
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What is Agentic AI? What exactly does it do? 🤖. In our recent blog, @Vonage shares an agentic AI definition, explain what the technology can do, and explore some challenges and use cases 👇. #AI #artificialintellegence #contactcenter.
callcentrehelper.com
Vonage shares an agentic AI definition, explain what the technology can do, and explore some challenges and use cases. Many businesses use AI to automate basic tasks or handle customer FAQs. But what...
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According to our 2024 survey nearly half (46.8%) of contact centres don't measure customer emotion 📊. Want to know what our 2025 survey will tell us? Keep an eye out for our new benchmarking survey coming soon!. #Benchmarking #contactcentre #CX #survey
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That moment when your Friday shift is almost over… and a 30-minute call comes in 😴. #contactcentre #CX #agentlife #meme
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Want to improve your #FirstContactResolution? 🤔. Explore 15 tactics to improve your FCR 👇. Featuring: @enghouse_spalat, @Vonage, @Calabrio, @NICEComms, @Netcall, @8x8, @centrical, @MiaRecInc . #FCR #contactcentres #CX.
callcentrehelper.com
Uncover 15 expert-backed strategies to improve First Contact Resolution (FCR) and deliver faster, higher-quality service across every customer interaction.
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3 Phrases that Instantly Calm Down an #AngryCustomer 😡. 1. “I can see this has been upsetting, and I want to do everything I can to help you.”.2. “I know how frustrating it can be – let’s see how I can help you”.3. “I can certainly appreciate how you feel”. #contactcentre #cx.
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Big Industry News Last Week 📰. 🔵@NICEComms Signs $955 Million Deal to Acquire @cognigy .🔵@Alvaria_Inc and @CallMiner Announce a Strategic Partnership.🔵@salesforce and @ServiceNow Invest $1.5B in @Genesys . Read more on #contactcentre #Industrynews.
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Are you struggling with long Average Handling Time? 😤. Here are 32 great tips to reduce AHT without hurting your CX 👉 #AHT #CX #contactcentre.
callcentrehelper.com
We have outlined 32 ways to reduce call centre average handling time (AHT), from implementing a mentoring program, to using role playing exercises.
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How do you create a seamless end to end customer experience 🤔. @Genesys explains how businesses can use data-driven insights to deliver seamless end-to-end #customerexperiences 👉 #CustomerJourney
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