Customer
Contact
Insights

When it comes to dismissing an employee, there are right and wrong ways to go about it. Get it wrong and you could find yourself in an Employment Tribunal.

The power of names and why they matter? So, what’s in a name? At times, quite a lot! When we name things – especially things as fundamental as the jobs and activities we do for a living – we tell ourselves and the world something about how we regard that activity and ourselves.

Selecting a B2B telemarketing partner? Recent years have been turbulent. Several “black swan events” arrived en-masse and continue to impact lives and businesses. Yet the fundamental requirements to deliver growth, manage retention or increase revenue per customer remain.

Adapting to changing consumer behaviour

Over the past few years, we have heard the term ‘Super Agent’ increasingly mentioned. With technology reducing the requirement for low level agent customer interactions, more emphasis is being put on developing skilled representatives who are able to deal with more complex enquiries and scenarios which require the human touch.

Who’d work in a contact centre when “everyone’s angry”?