Strategy & Leadership

Lead Story

03 February 2012

Translating brand values into customer service values

Does the customer service provided by your contact centre reflect the same values as your brand? As customers we assume that the brand we buy in to will provide us with service that mirrors the brand’s core values and, as such, we are often let down by failed promises. Michael Gray takes a look at an example of excellent customer service which exceeded his expectations and reflects, whole-heartedly, the values of the brand.

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Industry Insight

06 January 2012

What does auto-enrolment mean for call centres?

From October this year all employers will start being legally required to enrol their employees automatically into a qualifying pension scheme. But what does this mean for call centres? Alan Foley investigates.

Boosting Efficiency

31 January 2012

How to cope with snow disruption

We’ve been blessed with a milder than usual winter this season, but with plummeting temperatures and predictions of snow all the talk of a weather-obsessed nation, we wonder if your contact centre is prepared for the possible fallout. Alex Blyth investigates how some businesses successfully dealt with the 2010 snow and makes suggestions to cope with snow disruption.

Building Customer Loyalty

24 January 2012

9 social media marketing tips

Social media has fundamentally altered the way in which we communicate as marketers. If your campaign isn’t successful it could result in confusion, turning off your customers and a lot of negative publicity. But by spending a little extra time planning your online marketing strategy you will soon be reaping the benefits. Kristin Hersant shares her nine common social media marketing tips to help companies and customers alike.

Management Skills

27 January 2012

Dealing with change in the workplace

With the ever-growing need for more productivity, many call centres are constantly changing: processes, structures, and above all technology. This often increases fears among employees and sometimes anger. Jens Moeller discusses dealing with change in the workplace and employee resistance to change.