Call Centre Profiles | Contact Centre Monthly

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Playing the Generation Game

February 9, 2016 • Call centre profiles, Jargon Buster • 2414

Børge Astrup, Managing Director of Intelecom Contact CentreDivision offers his top five tips for overcoming the Millennials...
I love you so much, I just couldn’t imagine living without you!

February 9, 2016 • Call centre profiles, Jargon Buster • 2492

February is the month of love! Valentines day comes just 2 weeks into the month. Men all around the country set reminders to make...
Cabot Credit Management: 7 key lessons for implementing analytics

September 16, 2015 • Call centre profiles • 2753

When debt solutions company Cabot Credit Management wanted to gain greater insight into its daily interactions with customers,...
Homeworking: a flexible working culture for LV=

September 11, 2015 • Call centre profiles • 4875

At LV= there is an all-pervasive belief that if you look after your employees, the business performance will look after itself....
British Gas: A comprehensive review of working patterns

August 13, 2015 • Call centre profiles • 3700

The first strategic shift review at British Gas in seven years supported a fundamental cultural change in the business based on...
How Genesis Housing is using actionable customer insight

August 7, 2015 • Call centre profiles • 2838

A clear strategic goal for Genesis, one of the UK’s leading housing associations, is to improve the level of resident...

January 15, 2021 • 633

Are people the new disruptors in customer experience?

Ernest Hemingway once counselled that it is important to “listen completely” when people talk. Most people, he said, never listen in the first place. Strange though it seems to take advice from a novelist in the context of the customer journey, there is much to be said about the human capacity to empathise. And empathy [&hellip...

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October 9, 2020 • 1409

The Post-Covid Contact Centre: Are You Ready to Embrace Changing Customer Contact?

When the world changes, we can either try to deny it, or we can embrace it. The impact of COVID-19 will no doubt be far-reaching, bringing change to all aspects of society. But in the world of contact centres, that change has already taken place. Let’s face facts, COVID-19 has forced unprecedented change upon businesses [&hellip...

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June 23, 2020 • Blog • 2305

The future of the contact centre post Covid-19
February 17, 2020 • Blog • 2752

How to motivate call centre teams with instant reward

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