Library

Developing a tone of voice for your contact centre

To achieve excellence in Customer Experience, a consistent tone of voice is key for any contact centre. Our customers should be confident they will get the same level of service, and be dealt with in the same way, whenever and however they choose to contact us.

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Get out of Wrap – March 2021

Hosted by our very own Martin Teasdale, Get Out of Wrap interviews industry experts, leading lights, rising stars, innovators and disrupters. Each month we bring you a summary of the latest episodes so you can catch up in one go.

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The shifting dynamics of training in a pandemic

We’re passionate advocates of the power of good training programmes, and we know it’s one of the most important investments a company can make. One of the interesting things about the pandemic is the way it has changed the training landscape. What was once a nice-to-have is becoming ever more commonplace.

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What makes a great awards judge?

We are once again proud sponsors of the European Contact Centre and Customer Service Awards, which we feel is vital in helping promote excellence in our industry. Alongside sponsoring and presenting awards, we have also had the honour to take part in the judging process. Martin Teasdale looks at what makes a great judge.

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The power of training to effectively support vulnerable customers

We’re offering an increasing number of training courses to contact centres across the UK and further afield. Vulnerable Customer training is an area we’re passionate about as it has a real impact on the level of service contact centres can offer, as well as the wellbeing and career enhancement of those who work in the centres.

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Anatomy of an award-winner

The CCMA’s prestigious European Contact Centre and Customer Service Awards are once again nearly upon us – albeit in a slightly different format to previous years! We are once again proud sponsors of this event, and we have also had the honour to take part in the judging process. Martin Teasdale looks at what makes a successful entry.

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Get out of Wrap – February 2021

Hosted by our very own Martin Teasdale, Get Out of Wrap interviews industry experts, leading lights, rising stars, innovators and disrupters. Each month we bring you a summary of the latest episodes so you can catch up in one go.

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Training partnership with CCMA offers enhanced contact centre training for all

We are delighted to announce that we’ve extended the reach of our excellent training programmes by partnering with the CMMA and delivering some of our course titles through their comprehensive open schedule of courses.

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How to support vulnerable customers

We look at how to provide faultless assistance to vulnerable customers under a variety of different circumstances within the contact centre environment.

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Get out of Wrap – January 2021

Hosted by our very own Martin Teasdale, Get Out of Wrap interviews industry experts, leading lights, rising stars, innovators and disrupters. Each month we bring you a summary of the latest episodes so you can catch up in one go.

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