Outbound Calling – What you really need to know
Outbound calling from your contact centre – things you really need to know before, during and after to ensure your…
Contact Centre
How Local Government is Weathering the Storm
The future lies in low code: How local government is weathering the storm Mark Gannon, Director of Client Solutions at…
GoSee selects PCI Pal to Enhance Contact Centre Payment
GoSee selects PCI Pal to enhance contact centre payment experience GoSee, which provides car, campervan and RV hire worldwide, has…
5 ways to Aid compliance with The Consumer Duty
The dawning of a new regulation: 5 ways to aid compliance with The Consumer Duty The start of a new…
What Elephants and Customer Experiences Have in Common
What Elephants and Customer Experiences Have in Common Customers are like elephants; they have amazing memories. This means they will…
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…
Maintel Secures Voice Contract With Sheffield Teaching Hospital
Maintel Secures Voice Contract With Sheffield Teaching Hospital – NHS Foundation Trust – Contract will ensure effective staff and patient…
New Director of Marketing & Partnerships Joins CCMA
New Director of Marketing and Partnerships Joins Growing CCMA Today the CCMA (Call Centre Management Association) has announced the appointment…
Generative AI: A False Dawn Or New Hope in CX?
Generative AI: A False Dawn in Customer Service in the contact centre, Or The New Hope Stuart Dorman, Chief Innovation…
GMP Contact Centre Answer 999 calls in 1 Second
GMP Force Contact Centre answer emergency 999 calls in less than ONE second Week commencing 23rd January 2023 Greater Manchester…
Cloud Delivering a Contact Centre Omnichannel CX
The importance of the cloud in delivering a contact centre omnichannel CX Craig Farley, Head of Consulting at IPI Accelerated…
Contact Centre Training: Social Media Customer Service
With more businesses operating online, social media is a critical tool for delivering great customer service. This course will prepare…
Contact Centre Training: Coaching Skills for Team Managers
Effective coaching has been shown to improve performance by 84% and make staff twice as likely to stay with…
Contact Centre Training: Effective Performance Management
Effective and ongoing performance management of your team is critical, particularly now it’s become even more challenging with the advent…
Contact Centre Training: Written Communication
We can all write – but if you want to learn to write to customers, and colleagues, in a way…
Contact Centre Training: Boost your Resilience
Managing people in an environment as fast-paced as a contact centre means multi-tasking and constantly rising to challenges, whether…
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…