BusinessOutsourcing Creating a greener and more sustainable contact centre However, since the lifting of restrictions we have seen employees return to the office on…Harriet Little22 June 2022
BusinessOutsourcing Multilingual recruitment: Overcoming the challenge If you’re running a contact centre, especially one providing multilingual services, the dominant news themes…Harriet Little16 May 2022
BusinessCovidThought leadership Dealing with workplace disputes The last two years have put tremendous pressure on the employer-employee relationship. From vaccination to…Harriet Little4 May 2022
BusinessThought leadership Coronavirus and crisis planning – Is your customer service safe? As the UK comes to terms with the likelihood that the coronavirus, Covid-19, is set…Jonathan Billing4 March 2020
BusinessSurveyThought leadership Customer service in the automotive sector – new annual survey Contact Centre Panel have launched a new initiative, to identify and measure customer service trends…Jonathan Billing29 January 2020
BusinessThought leadership Crisis Management – turning a negative into a positive If a problem is found with one of your most popular products or services, meaning…Jonathan Billing6 January 2020
BusinessThought leadership The trouble with technology – is automation tarnishing the customer experience? We take a look at some of the potential pitfalls of automation and put forward…Jonathan Billing28 November 2019
BusinessThought leadership Black Friday and Cyber Monday – is your customer service team ready? Black Friday falls on 29th November this year, so is your customer service provision geared…Jonathan Billing31 October 2019
BusinessThought leadership Planning for Brexit How will UK based contact centres be affected by our potential departure of the EU?…Jonathan Billing17 October 2019
BusinessThought leadership Customer service in the energy sector Since the energy supply sector became competitive, there has been an unending cycle of consolidation…Jonathan Billing26 September 2019
BusinessThought leadership Finding the right people – avoiding the pitfalls of building and maintaining a contact centre team One of the biggest challenges for a business is attracting the best talent and then…Jonathan Billing17 September 2019
BusinessThought leadership The Glassdoor Effect – coping with changing demand without disgruntling your customer service team In today’s ever-changing workplaces, news travels fast. Instant communication makes it possible for great experiences,…Jonathan Billing3 September 2019
BusinessThought leadership CCP help to search for the Top Customer Service Partnership 2019 Customer service is top of the list when we’re working with our network of contact…Jonathan Billing22 August 2019
BusinessThought leadership Unicef Case Study Unicef approached us earlier this year to help with their high-profile Soccer Aid charity event…Jonathan Billing1 August 2019
BusinessThought leadership Robotics Revolution – impact of AI and automation on Contact Centres & customer service In June 2018, we wrote ‘Rise of the Robots’, a short article which struck a…Jonathan Billing26 July 2019
BusinessThought leadership Top 10 customer service failures by mobile phone operators Recent research shows that the big three mobile operators are falling short on customer service,…Jonathan Billing19 July 2019