What we and many others in the contact centre business expected as globalisation took hold were deep structural changes in the way customer contact was handled.
Both kids are crying. One of them is carrying around in his nappy a stink which would make a dustman cry. The milk on the hob has long since turned into vapour and the pot is now as black as a...
Whilst every business is vulnerable to a denial of access to business resources, by the very nature of their work call centres are more exposed than most. Typically, a call centre is reliant upon...
For an Olympic triple jumper, how they perform in only three steps will sort out the winners from the also rans. The same can be said of the business world in which we find ourselves today. As UK plc...
Calling businesses of all sizes
The worldwide recession has resulted in an overall decreased growth rate in the IT sector, but a recent survey revealed VoIP services to be among the top IT...
When cuts are being made, it is very easy to put the red line through customer service. Speak to any vendor, and they will tell you that you can make the savings while not damaging customer service....
The cocksure swagger and braggadocio posturing, followed by the fearful and insipid performance, including that horrible German beating, and finally the sense of deep, deep inadequacy: truly,...
The proliferation of blogs, podcasts, video, chatrooms, social networking sites and other online interactive communication is transforming the corporate-customer relationship – so how are...
Despite the fact that seven in ten people prefer the phone to any other method of contact, there are some common errors that companies continue to make managing their customer contact operations. Not...
The call centre industry employs over a million people in the UK, and many of these are of the Generation Y era, i.e. aged between 18 and 30. But what does this mean for call centre employers? No one...
The key to adopting any new technology is to be really clear about what you want to achieve as a business before you make any decisions around implementation.
According to the Financial Times and a survey conducted by the CBI , Business groups have been warned to brace themselves for a rise in absenteeism during the world cup. Last year the British...
Like a Terminator exoskeleton emerging from a fireball, silent calling is the call centre industry villain that won’t die. Industry regulator Ofcom has been trying for several years...
No work all weekend. Whoohoo. Nobody is going to want to call on a bank holiday so you’re in the clear. Sun yourself in the park why don’t you? It’s a nice little...
Dear Prime Minister, Congratulations. Since I’m writing this before May 6, I have no idea who you are yet. But let’s not fall out over that. By the time people read this,...
