5 Must Haves in your Contact Centre in 2023

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.

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7 Examples of Bad Customer Service and How to Fix Them

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…

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How to Improve Customer Service: 10 Practical Tips

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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Call Centre Customer Service Metrics That Will Improve Your Bottom Line

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…

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7 Customer Service Phone Etiquette Tips to Keep Callers Happy

Phone etiquette is one of the greatest tools you can train and assist your employees with to enable them to achieve exceptional customer service. By ensuring that your customer service agents are fully trained in the best practices of phone etiquette, you’ll be better placed to keep callers happy. Happy callers result in more repeat…

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Your Ultimate Guide to Call Centre Quality Assurance

You’ll be in good company

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Securing the right customer service software in challenging times

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…

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Improve customer engagement with these five tips for measuring quality

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…

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