Black Friday falls on 29th November this year, so is your customer service provision geared up and ready for the sudden rise in demand?
How will UK based contact centres be affected by our potential departure of the EU? We take a look at how Brexit might affect the customer service industry in the UK, in the notable absence of much solid information on what’s going to happen!
Since the energy supply sector became competitive, there has been an unending cycle of consolidation and failures as the largest players have sought cost savings and new entrants have miscalculated the demands of the industry. How do energy companies achieve good customer service results in such an embattled sector?
One of the biggest challenges for a business is attracting the best talent and then retaining them. In this article we investigate new innovative recruitment techniques and provide top tips on how to get hold of the right people for your organisation.
Is what people say about you as an employer on Glassdoor creating challenges of recruitment and team management in a world of review culture?
Customer service is top of the list when we’re working with our network of contact centres. Excellent customer service experiences are what sets our Network partners apart, which helps us to achieve longstanding relationships with over 88% of the businesses we introduce to our contact centre network.
Unicef approached us earlier this year to help with their high-profile Soccer Aid charity event and we were only too proud to help.
In June 2018, we wrote ‘Rise of the Robots’, a short article which struck a chord with many people. Over a year later, we think it’s time to see whether the future we worried about is happening… yet, or at all.
Recent research shows that the big three mobile operators are falling short on customer service, we highlight the top customer service complaints.
How can you be expected to know which Contact Centres are a good match for your needs? The Contact Centre Panel exists to use our knowledge to find the best Contact Centres for our Clients’ needs. One size does NOT fit all!
The dynamics around the introduction of automation technologies and planning for the future mean traditional commercial models must be challenged by Contact Centres and clients, to achieve best results.
In the Contact Centre and Outsourcing industry Digital Disruption is big. Deep learning, Artificial Intelligence and chat bots are on everyone’s lips. At the sharp end, what impact is being felt?