Customer
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Insights

Microsoft recently released some research that received lots of media attention including the BBC News

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.

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.

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.

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

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.

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.

3 key challenges facing contact centres

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

How employers can tackle the money stigma in the room.

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?

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