Articles

How to look after the vulnerable customer

NEWS

Contact centre agents will assist a wide variety of different customers on every working day. Some customers may be easier to appropriately manage than others. Other customers may require a little more of a specific type of support. Vulnerable customers fall into this category. Here, we look at how to provide faultless assistance to vulnerable … Continue reading How to look after the vulnerable customer

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Handling the customer service experience in the festive season.

NEWS

Thanks to the shopping sprees which are Black Friday, Cyber Monday and almost the entire couple of weeks which surround these two occasions, the UK Christmas season of spending lasts for much longer than it used to do. It’s good for the economy, it’s good for business – and it will mean a busy few … Continue reading Handling the customer service experience in the festive season.

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How to deal with an angry customer

NEWS

Contact centre agents have to be warriors of diplomacy. There’s no way of telling what type of customer you are going to be dealing with on the next email, web chat or phone call. The written form may be a little easier when it comes to dealing with an angry customer – a phone call … Continue reading How to deal with an angry customer

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Digital transformation in the contact centre

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Transformation of any kind across an organisation isn’t easy. In fact, around 75% of all large-scale change programmes fail. In today’s era, many of those transformations are to adopt more digital processes within an organisation – and the customer service sector is definitely not immune to this. Pretty much any business selling a service has a … Continue reading Digital transformation in the contact centre

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coaching the contact centre

Coaching the contact centre – The art of conversation: Part Three.

NEWS

In the final instalment of our blog series on the art of conversation, Helen Beaumont Manahan, EMEA Quality Solutions & CX Manager, discusses why coaching the contact centre is not a competitive sport. Having great conversations with customers is what we’re here for. Frontline agents are the true interface between brands and customers. So, they … Continue reading Coaching the contact centre – The art of conversation: Part Three.

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Customer service matters: A focus on standards for National Customer Service Week

NEWS

With National Customer Service Week underway, we have a golden opportunity to really focus on customer experiences and outcomes and what we can do to improve them. Here, Pete Dunn, Community Engagement Manager, explores why customer service is so important, and some of the ways it can be delivered effectively.

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