RetailThought leadership Retail – where next for customer service? Over the past few years, the challenges facing the retail industry have been greatly publicised.…Jonathan Billing1 September 2020
Business continuityThought leadership Airline customer service In 2020, the struggles of the air travel industry have been well documented. In the…Jonathan Billing7 August 2020
Thought leadershipWellbeing The psychology of crisis According to the research, a crisis creates three psychological states of mind. The first is…Jonathan Billing21 July 2020
Business continuityThought leadership Back to the new norm! Planning your post Covid operation The impact of the Covid 19 pandemic on business operations has been unprecedented. No one…Jonathan Billing23 June 2020
GovernanceThought leadership GOVERNANCE – Guidelines and considerations in times of change An article by Karen Stanton, Partner Management Specialist, CCP Through these unprecedented times has the…Jonathan Billing15 June 2020
Business continuityThought leadership Conscience or cost: Corporate Social Responsibility in times of crisis Contact centres who have moved quickly to wholly distribute their workforce are still faced with…Jonathan Billing16 May 2020
Data complianceHomeworkingThought leadership Homeworking – the new challenges for contact centre compliance Contact centres who have moved quickly to wholly distribute their workforce are still faced with…Jonathan Billing17 April 2020
HomeworkingThought leadership Contact centre revolution? A vision of future working For years we’ve been talking about how homeworking would bring opportunities and change how contact…Jonathan Billing1 April 2020
HomeworkingPCI ComplianceThought leadership Hidden dangers of homeworking – Make your contact centre really work from home Interview with John Greenwood, Head of Technology & PCI Compliance. The business landscape in the…Jonathan Billing31 March 2020
InterviewThought leadership Customer service on the Board – Giving your customers a voice at the Boardroom table We ask what are the benefits of having a customer service representative on the Board?…Jonathan Billing12 March 2020
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
Business continuityThought leadership Disaster Planning – is your business prepared? According to thorough research, a combination of climate change and manmade modifications to the landscape…Jonathan Billing18 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