Insights

Contact Centre Panel supports Unicef and Soccer Aid 2020

We’re delighted to announce that we have been asked, again, by Unicef to support their Soccer Aid 2020 event in June.

Unicef needs call centres and volunteers on the night to help manage incoming donations from supporters by telephone, so Contact Centre Panel are going to help. In 2019 there were over 10,000 telephone donations made on the night. This is Unicef UK's most vital source of income and will help us to raise millions of pounds to help keep even more children safe from danger in 2020.

Customer service in the automotive sector – new annual survey

Contact Centre Panel have launched a new initiative, to identify and measure customer service trends in the automotive sector. The CCP Automotive Customer Service Survey canvases senior customer service executives from the industry, mapping their insights to form a cross market view of trends in customer service provision.

Crisis Management – turning a negative into a positive

If a problem is found with one of your most popular products or services, meaning you have to contact all your customers to offer a solution or replacement. How would your service team, or your outsource customer service partner, cope?

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 our thoughts on how to avoid the poor use of technology within your customer-facing operations.

Disaster Planning – is your business prepared?

According to thorough research, a combination of climate change and manmade modifications to the landscape mean that floods are increasingly likely to affect the UK in the future. As employers and employees, we therefore need to consider how our businesses will react to both ‘natural’ and ‘human driven’ disasters when they occur.

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 up and ready for the sudden rise in demand?