World cup style wins in the contact centre management game
Joanna Marks, 15th September 2014
How is managing the German Football Team similar to managing our contact centres?
The European Contact Centre and Customer Service Awards are back!
Nick Davey, 12th September 2014
We are delighted to announce that the ECCCSA’s are back for another year, and we have an early Christmas present for you.
Follow the sun: The New Zealand Contact Centre Story
Anne Murrow, 8th September 2014
The Manawatu Contact Centre Cluster in New Zealand supports contact centre actitvity in the area. Time zones and opportunities in the industry make it an attractive outsource destination, explains Anne Murrow.
Survey: How embedded is your Voice of the Customer programme?
Lara Doyle, 5th September 2014
We’d like to understand the maturity of the UK’s contact centre VoC programmes. Please help to inform our research by sparing 5 minutes of your time to complete this quick survey.
Round table: Getting the most out of your social customer service operation
Mike Morrison, 4th September 2014
The purpose of this roundtable is to inspire brands to harness the power of social customer service so that they can deliver a better customer experience, increase operational efficiency and save costs.
How to handle reservations calls effectively
David Collins, 3rd September 2014
David Collins, Co-Founder and Group Marketing Director of Great National Hotels and Resorts shares some insight into effectively handling hotel reservations calls and keeping guests happy
Contact centres are the driving factor shaping customer experience
Andrew Jensen, 29th August 2014
Driven by growing omni-channel interactions with their customers, demand for new channels is redefining the call centre into the contact centre.
5 tips for effective complaint management from easyJet to take your customer service to new heights!
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Here here! What a passionate and spot-on article. You're absolutely right, we should all take pride ...
Great article Lara - I agree, I was surprised that this was a topic that was brought up as an issue, ...
I completely agree with you Lara there are a lot of positive elements of the industry that this arti ...
A Great insight! A true reflection on Jason's passions and how he believes people are the most impor ...