Small window of opportunity for banks to prevent future defaults and millions in servicing debt collection,…
Category: – Articles
Consolidation and Language Capability in a Contact Centre
David Turner, CEO of leading customer experience provider, Webhelp UK, argues consolidation is the necessary first…
Noise fatigue in contact centres
We are all familiar with call centres – and most of the time when we talk…
New channels are changing customer service
Veronica’s recent blog mentioned that the customer service industry has moved on from a focus on contact…
Greek tragedy for banks if they ignore Zeus message
Notorious malware strikes again in new strain but banks must put the customer first, says Aspect…
UK Businesses Losing Over a Third of Customers Due to Poor Service
Service issues costing consumers nearly GBP15 billion a year As a result of poor customer service,…
Complaints at an all-time high for utility companies
According to the Energy Ombudsman, customer complaints about energy firms have rocketed to more than 10,000…
Can Your Contact Centre Use the Wisdom of a Guru?
We all know of one or use one. Someone that is wise, extremely knowledgeable, reliable, and…
Managing work-life balance
Smart phones are more than just phones today. Each of us is carrying a small computer…
Netcall – Raising Contact Centre Efficiency
Generally speaking, efficiency refers to the ability to accomplish a task with the minimum expenditure of…
You know how good a contact centre is when you have to use them
As I had meetings last week in Belgium and France I decided to take the trusty…
Why There’s Still a Place for Personal Service in the “Age of Interruption”
Why There’s Still a Place for Personal Service in the “Age of Interruption” by Rupert Adair,…
UK Contact Centre Workers have Right to Request Flexible homeworking
UK contact centres are bracing themselves for a flood of requests from employees wanting to work…
Meet Generation M – Your Future Employees!
The baby boomers are retiring and the Millennial Generation is about to take over. Here are…
The Booming Contact Centre Industry
On a regular basis I tend to meet up with Ann-Marie Stagg of the CCMA to…
The Offshore Vs. Onshore Contact Centre Debate
Onshore Is Still the Winner with Customers according to CallCare! The offshore contact centre industry has…
You can’t control your customers decisions, but your agents can
You can’t control your customers decisions, but your agents can – Stephen Pace, Managing Director, SJS…
Premium rate numbers abolished; will customer calls rise?
With costly calls to premium rate numbers now officially a thing of the past, some businesses…