Blog

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  Three ways to improve how your contact centre recruits

  March 9, 2018 • Blog • 172

  More so than ever before, contact centres are operating in an ultra-competitive hiring landscape. In the labour market five years...

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  New Technologies Find a Voice… And it’s Ours

  February 12, 2018 • Blog • 208

  Imagine being able to navigate your way through life using only your voice. While it may sound futuristic to some, it is reality...

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  A Guide to Workplace Absenteeism

  February 1, 2018 • Blog • 340

  Absenteeism at work is a real issue in the business world. Businesses lose productivity and money due to employee absenteeism....

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  5 ways to be more proactive with social customer care

  December 11, 2017 • Blog • 331

  We recently spoke about some of the key challenges businesses are facing in developing and evolving their social customer...

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  Institute of Customer Service reveals ‘average’ customer service on Black Friday costs retailers £1.9 billion

  December 11, 2017 • Blog • 247

  New research released by the Institute of Customer Service highlights that retailers are potentially missing out on £1.9 billion...

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  Helping contact centres meet demand during peak season

  November 28, 2017 • Blog • 469

  With Black Friday just around the corner and the festive period following quickly behind, the peak demand period for contact...

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  Google Searches Leave Customer Service with the Tough Calls

  October 17, 2017 • Blog • 549

  Thanks to the explosion of information online, customers are more knowledgeable – and more demanding – than ever. Here’s...

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  3 ways to improve training in contact centres

  October 16, 2017 • Blog • 450

  Attrition in the contact centre industry is notoriously high, and has been for a long time. While many contact centres can...

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  Homeworking gathers momentum in Contact Centres

  October 16, 2017 • Blog • 600

  These days, workers want more flexibility. In fact, our research found that 35% of UK workers consider it to be an important...

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  A Contact Centre guide to recruiting multilingual talent

  October 16, 2017 • Blog • 449

  For years, UK call centres regularly offshored their operations, predominantly driven by a desire to create greater cost...