A study by Whistl has suggested that up to 38% of customers value a quick resolution the most when contacting a call centre. But despite customer service technology improving across the board, many call centres are still using separate telephone and computer systems, and flicking between the two can increase the handling time of each…

The value of an effective call centre script cannot be overstated when it comes to providing a consistent and high quality level of service. The right script can boost sales, improve the customer experience and go a long way towards increasing employee morale. It ensures the customer experience is as consistent as possible across the…

From AI to Analytics and everything in between, we’ve been busy finding out what the Contact Centre must haves are for 2023! As the world continues to evolve and change, it’s important to regularly assess your systems and make any updates as necessary to insure you’re keeping up with the latest trends and technology that will take your business to the next level.

You’re already aware that customer service is key to the success of your business. Helping your customers to find the right path to exactly what they need means striving to create a good customer service experience at every opportunity. Bad customer service can be frustrating and costly for everyone involved. Time and money can be…

At the heart of every successful business is a high standard of service that leaves customers feeling valued through efficient responses and practical answers to their problems or concerns. With a market size of £2.5 billion in 2022, according to IBIS World, the call centre industry is an essential customer service tool that requires agents…

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This article originally appeared on Business Matters. With staff from many businesses now working from home, and customers having increased opportunity to engage with companies and different brands, customer support workers will be increasingly stretched. Throughout the ongoing challenges of the COVID-19 pandemic, businesses are particularly reliant on their customer service teams to provide a consistently…

Most businesses measure their customer service using metrics that only tell part of the story. Measures such as NPS and CSAT are highly contextual, fraught with instrumentation difficulties and only relate some of your customers’ experience and success. Customer engagement, by contrast, tells the objective tale of how willing your clients are to engage with…