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Industry News

From Call Centre Helper

The UK's most popular call centre magazine
In a social media saturated, mobile marketplace, the challenge is to interact with customers more flexibly, while still delighting them with quality. This White Paper explores how workforce optimisation (WFO) enables organisations to step up to this challenge. White Paper […]
In this article, we look at the UK’s “do not call” list and explain why it is so important for contact centres to cross-reference their data against it. The definition of a “Do Not Call” list In the UK, the […]
In their usual contact volumes, over half of the industry reguarly deals with 10-24% of repeat contacts. Poll – “What percentage of your contact volume are repeat contacts?” – answers 0-4% of contact volume – 4% 5-9% of contact volume – 18% […]