The UK call center market is expanding rapidly and brought in roughly £2.5bn in revenue in 2022 . Starting a call center can be extremely lucrative and there are plenty of opportunities to increase profitability and expand. That said, customer expectations have never been higher and there is fierce competition in the customer service sector….

The world of call centres is constantly evolving, and the call centre of the near future is poised to look vastly different from its predecessors. From relying solely on phone calls to utilising multiple communication channels, the evolution of technology has transformed the way businesses interact with their customers – and as these changes occur,…

If you’re sitting with your co-workers, chatting about the importance of customer experience (CX), someone will inevitably chip in with “Yes, but what about the employee experience (EX)?”. (I guarantee it! EX always pops up in a CX conversation…Don’t believe me? Test it out during your next meeting).

Have you heard the news? Evaluagent is the first QA and Improvement Platform to introduce SmartScore; a transformative feature powered by ChatGPT! Exciting, right?!?

What does this mean? Well, it means you can collect insight, call score and create improvement suggestions with just the click of a button, saving valuable people resources for where their intervention can add more value. You can find out more about SmartScore by reading Jodies’ blog.

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…

Improving your business’s bottom line is great – but improving it alongside exceptional customer service is even better. We are passionate about allowing you to offer great employee experiences which equate to great customer experiences. To enable this to happen, it’s really useful to use customer service metrics to keep track of what’s happening in…