Customer
Contact
Insights

Customer experience

Peak demand handling – the role of voice

As sure as night follows day, autumn follows summer, the nights get longer and thoughts for many will turn to handling peak demand, or for those who’ve just been through a peak – reviewing how it went and learning lessons for the next one.

Customer experience

Mystery shopping

Are the customer service shelves bare?” Ambition and a desire for continuous improvement are all very well, but paranoia and curiosity are great motivators, too! Maybe that’s why there’s often something especially intriguing about the opportunity to look at how you’re performing in comparison with your peers and how your customer proposition stacks up next to your competitors.

Customer experience

CX within the experience economy

CX within the experience economy – Delivering a consistent brand experience. Consumer access to brands has undergone a paradigm shift since the 1990s, with the advent of the mobile device, growth of social media and the ‘always on’ generations of the Millennials and Gen Z leading to a heightened awareness among customers.

Leadership, Employment & Resourcing

Harpur Trust v Brazel

Supreme court confirms pro-rating holiday pay for part-year workers is unlawful

Musings

How to grow a wildflower meadow in your contact centre

Why just letting the grass grow will never produce the desired result. Summer is over and my annual attempt to turn what was once a space to play a bit of footy with the kids into a colourful wildflower meadow has once again well and truly failed.

Musings

Not everything we see turns into gold

Looking past the glitter to avoid picking the fool’s gold…Understanding the role of sales in any organisation is not a complex thing. Keeping the sales role in some context, may not be so easily understood and may take the shine away from that first impression.

Business Management & Continuity

The Triple Threat

3 key challenges facing contact centres

Business Management & Continuity

Unicorns

Ensuring your business remains a reality, and doesn’t become a fairytale…

Industry & CCP News

Cost of living and salaries crisis

The cost of living crunch and a value generation opportunity. Are you responsible for a contract centre operation? Got enough on your plate just now coping with economic chaos, ongoing supply chain difficulties, recruitment and retention challenges, customer rage and challenged budgets?

Industry & CCP News

Did the tide turn on TUPE?

Is TUPE being turned on its head post-pandemic, as we face challenges in recruitment and retention of quality people?

Industry & CCP News

Helping hand

Knowing when to ask for help is something that many people struggle with, but in tough times it can be transformational.