Call Centre Helper

Learn how by adopting Five9, Wyndham Hotels & Resorts achieved a containment rate of 50%‼️ By leveraging the cloud Wyndham Hotels saved millions in operational costs, automated 62% of engagements and reduced abandonment rates to less than 1%  Download the full case study here: #CXStudies #ContactCentres #Five9

AI is reshaping CX - but not everyone’s getting it right 🤖 Join Crescendo in San Francisco on Oct 28 (12-6 PM PST) for Crescendo 2025, where the noise stops and the real CX conversations begin. Hear from speakers Andy Lee, Matt Price, and Anand Chandrasekaran, and walk away with practical strategies you can apply immediately. 🎟️ Last chance to secure your spot now: https://lnkd.in/eTy5cVgf #Crescendo #CX #AI #LiveEvent #ContactCentres

New insight from our 2025 Contact Centre Research! Martin Teasdale, Founder of Get out of Wrap, joins the discussion to explore how contact centres can take the first steps in supporting mental health and wellbeing. Martin and Rachael Trickey shares how building a culture of kindness, awareness, and open conversation can make all the difference - and why empowering team leaders to spot the signs is key. He explains: 🔵 Why creating a safe environment starts with everyday culture 🔵 How awareness and training can bridge the “luck of the draw” gap 🔵 The role of team leaders in guiding, not fixing, mental health issues “Nearly one in five respondents say nothing is being done. That highlights a worrying gap, especially as mental health continues to be a major factor in absenteeism, performance, and retention.” Watch the full video here 👉 https://lnkd.in/euwkbhUR And download our 2025 Contact Centre Research Report 👉 https://lnkd.in/eiv7F3HF #CCHResearch #ContactCentres #AgentWellbeing

“Five9 is a suitable choice for large enterprises seeking a robust and scalable platform with advanced AI solutions.” — IDC MarketScape: European CCaaS 2025 👀 Download their IDC MarketScape profile to learn why Five9 was named a Leader: https://lnkd.in/esc2wh36 #Five9 #CCaaS #ContactCentres

Live at Route 101 Ltd.’s Customer Conference 2025, Jenna S. from NiCE talks about their ongoing collaboration with Route 101, including: 🔵 How NiCE and Route 101 partnered to deliver a major transformation project for the UK DWP 🔵 The importance of collaboration and innovation in improving customer contact capabilities 🔵 NiCE’s upcoming launch event with NiCE Cognigy next month 🔵 How organisations can gain actionable strategies to accelerate AI implementation and drive the next generation of CX Join us next Thursday for our webinar, “Designing Exceptional Customer Experiences,” hosted by Xander Freeman with Jason Griffin and Michel Stevens 👉 https://lnkd.in/eftNsUhk You can also register for the NiCE x Cognigy Event here 👇 https://lnkd.in/e8QF38i7 #NiCE #Route101 #CXLeaders

Continuing our coverage at Route 101 Ltd.’s Customer Conference 2025, Jodie Forsyth, Head of Sales at The Revel Collective, joined Xander Freeman to discuss her session at today’s event and the transformational journey her team has been on, including: 🔵 How The Revel Collective partnered with Route 101 and Amazon Connect to build a cloud-based central reservations system. 🔵 The move from reactive, location-based sales teams to a proactive, data-driven remote contact centre model. 🔵 The operational and cultural benefits of using analytics and automation to drive consistency, efficiency, and upsell opportunities across 40 locations. 🔵 Jodie’s key advice for others starting a similar project. #Route101 #CXLeaders #ContactCentres

Live still at Route 101 Ltd.’s Customer Conference 2025, Rhian Davies, Head of Customer Care at Theo Paphitis Retail Group, joined Xander Freeman to share what she’s been discussing on today’s Omnichannel Panel, including: 🔵 How the organisation successfully migrated all frontline activity offshore to South Africa. 🔵 Delivering a new omnichannel solution in just six weeks 🔵 The power of the Route 101, Cirrus Connects, and NiCE partnership ecosystem in meeting tight deadlines through honest collaboration. 🔵 Why confidence and stakeholder alignment are critical when leading large-scale transformation projects. #Route101 #CXLeaders #ContactCentres

As we head into the afternoon at Route 101 Ltd.'s Customer Conference, Daniel Cotton, Head of Operational Innovation at Simply Business, spoke with Xander Freeman about what he’s been discussing at today’s event, including: 🔵 How Simply Business is balancing customer experience and regulatory compliance in a highly regulated industry. 🔵 Their WFM transformation journey with Route 101 Ltd. and Calabrio, driving flexibility and agility across UK and US contact centres. 🔵 The importance of self-scheduling, shift rotation, and scalability to meet changing customer expectations. 🔵 Why there’s no one-size-fits-all approach to WFM, and how clarity of culture, goals, and growth ambitions is key to success. #Route101 #CXLeaders #ContactCentres