Insights
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06.01.20Read articleCrisis 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?
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28.11.19Read articleThe 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.
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18.11.19Read articleDisaster 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.
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31.10.19Read articleBlack 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?
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17.10.19Read articlePlanning for Brexit – the impact on customer service provision
How will UK based contact centres be affected by our potential departure of the EU? We take a look at how Brexit might affect the customer service industry in the UK, in the notable absence of much solid information on what's going to happen!
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26.09.19Read articleCustomer service in the energy sector – The challenges of maintaining good customer service against a background of industry failures
Since the energy supply sector became competitive, there has been an unending cycle of consolidation and failures as the largest players have sought cost savings and new entrants have miscalculated the demands of the industry. How do energy companies achieve good customer service results in such an embattled sector?
