Blog

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  Helping contact centres meet demand during peak season

  November 28, 2017 • Blog • 1698

  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 • 1668

  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 • 1693

  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 • 1680

  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 • 1656

  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 • 1567

  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 • 1540

  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 • 1637

  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 • 1549

  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 • 1866

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