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 We at CCF realise there is a bewildering amount of information and advice out there for managers of customer contact and it can be difficult to digest it all. So, we have created the CCF Think Tank to present all the latest research, ideas and information from industry key players in one place - making it easy to access and easy to download the information of interest to you.
Regular features on this site will be CCF roundtables, webinars (online seminars) and the latest whitepapers and research from trusted organisations. Remember to check back often, as we will be constantly updating these sections as new material comes in.
Something to add? If you would like to list your company's whitepaper or webinar on this page, please contact Mark Arneill or James Milne.
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Catch up on any online seminars you may have missed.
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 Few things impress a customer more than being pro-actively contacted by a company to alert them to a potential problem or inform them of a development. So why don’t more companies do this? Clearly, the correct technology must be in place to ensure the right customers are called at the right times, but what might a resurgence of outbound calling mean for the culture of a call centre? What are the pitfalls management will need to avoid in order to make proactive service work effectively?
 With traditional contact centre attrition rates of 25–35 percent, rising to 40–70 percent for offshored services, attracting and retaining high-quality employees is a growing problem. The BT Homeshoring solution can help break this non-virtuous cycle. With home-based workers, churn typically drops to ten percent, absenteeism by as much as 60 percent, and you’ll find it easier to attract and retain the right people. Join CCF and BT for an online seminar which will explore alternative methods to recruit into your contact centre and open up your recruitment pool.
 With increasing pressure to deliver better performance at lower cost, one of the biggest challenges for today’s call centre manager is reducing call volumes. But with so many calls coming in and the day-to-day fire fighting, it can be impossible to see the wider picture. So how can you get a handle on the reasons your customer are calling? And how can you use that information to improve the way your company does business? Download the free webinar from 9 September here.
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All the latest industry stats and trend data at your fingertips.
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VOICE OF THE CONTACT CENTRE AGENT
Presenting the findings of pioneering research conducted by YouGov on behalf of Sabio and Avaya, Voice of the Contact Centre Agent identifies the major service challenges that agents face, and uncovers some key areas organisations need to address if they’re to deliver long-term customer satisfaction.
Buy your copy of the report now
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Fascinating debate from leading call centre professionals.
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Previously criticised for providing poor service to citizens, the public sector has been forced to pull its socks up thanks to government intervention. But what does that mean for call centres? Our panel of experts, hosted by KANA, met in the Westbury Hotel to find out.
A key question for me when thinking about the retail sector is around customer loyalty. How important is it to retain customers and how much focus should be on attracting new ones? Or to put it another way: the cost and effort of providing excellent customer service, really worth it?
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