Say Goodbye to Contact Centre Agent Notes
Are your contact centre agents writing manual summaries after every interaction? The notes which contact centre agents take are often…
Editorial Category
New Director of Marketing & Partnerships Joins CCMA
Generative AI: A False Dawn Or New Hope
Babble Named Winner of Five9 Partner Excellence Award
Contact Centre Training: Social Media Customer Service
Contact Centre Training: Coaching Skills for Team Managers
Contact Centre Training: Effective Performance Management
Contact Centre Training: Written Communication
Contact Centre Training: Boost your Resilience
Contact Centre Training: Strategic Thinking
It’s one of the most common reasons leaders don’t delegate complex work to their teams: “They don’t think strategically…
Contact Centre Training: Supporting Leaders to Manage Change
Most organisations are on a constant journey of change and transformation. To stay relevant in a changing world and…
Contact Centre Training: Better Complaint Responses
The way you respond to complaints is crucial. Sound too corporate and they can escalate and become impossible to…
DWP Stoke Contact Centre Closes with 120 Jobs Lost
DWP Closes its Hanley contact centre with the loss of 120 related contact centre jobs. The Department for Work and…
Your Customers Can’t Hear You. That’s Probably Not Good
Your customers can’t hear you. That’s probably not good for your contact centre nor our customers IRIS recently surveyed 1,000…
Chatbots Still Falling Short of Consumer Expectations
New survey finds contact centre chatbots are still falling short of consumer expectations Global survey reveals consumers rate the quality…
Look After Your People & Customer Satisfaction Will Improve
Look After Your People And Customer Satisfaction Will Improve Dramatically David Earlam, Chief Operating Officer at Quantanite discusses In 2015…
Cost of Living Crisis Spur Rise in Customer Queries
Cost of Living Crisis to Spur Rise in Customer Queries to the contact centre – Companies must prepare for an…
FM Outsource New Hire to Enhance Employee Experience
FM Outsource welcomes new hire to enhance the employee experience – Bury-based outsourced contact centre FM Outsource has welcomed Jo…
Customer Service is more than just a job, it’s a career
Customer service is more than just a job, it’s a career – The new culture requirements for the evolution of…