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”?

How to optimise your customer service solution. Often people talk about multi-channel and digital customer service as some elixir that will solve all their challenges. However, whilst offering the customer more ways to contact you, are you just adding in more plates to spin?

New year, new you? So, it’s all over. The preparations, food, presents and Santa has been and gone. It’s a new year but is it a new you?

What’s all the fuss about? The past few months have been busy ones here at Contact Centre Panel. So much so, some of the latest news and updates in the world of tech have well and truly passed me by.

Customer experience management and digitisation has been transforming customer interactions for well over a decade, but the recent pandemic has dramatically accelerated that trend, driving significant new investments in integration and setting a new standard for customer expectations globally.

I’ve recently got hooked on the latest big mobile game that is Marvel Snap. A “free-to-play” mobile game, where players collect cards based on Marvel characters, building competitive decks based on those cards’ stats and special powers and then battling other players. It’s fair to say that any spare time between work and dad duties has been taken up with a few games of Snap here and there!

The circle of life may be a wheel of fortune, however as the economy gets tougher and disposable incomes reduce, those running sales contact centres cannot afford to leave anything to chance.