Blog

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  Google Searches Leave Customer Service with the Tough Calls

  October 17, 2017 • Blog • 1530

  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 • 1557

  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 • 1553

  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 • 1492

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

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  Harnessing a flexible workforce in the contact centre industry

  October 16, 2017 • Blog • 1415

  24% of the UK population has worked in a temporary role at some point in their working life, according to research from the REC....

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  Should you outsource your social customer service?

  September 11, 2017 • Blog • 1399

  Delivering high quality social customer care is a real challenge for many businesses. Social is a highly visible channel and any...

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  Why you need to streamline your contact centre technology

  July 12, 2017 • Blog • 1502

  For any contact centre, balancing exceptional customer service, high levels of customer engagement and efficiency it a continuous...

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  4 steps to successful social customer care deployment

  July 12, 2017 • Blog • 1417

  With increasing numbers of customers turning to social channels such as Facebook and Twitter for customer service enquiries,...

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  10 key social customer care statistics you need to know

  May 30, 2017 • Blog • 1723

  Customer service is the new marketing. It’s not just about winning new customers, but also about retaining existing ones and...

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  5 ways retailers can use social media to improve customer service

  May 30, 2017 • Blog • 1407

  Competition is fierce in the retail sector and businesses need to create meaningful service differences to survive and thrive....