One of the main lessons for businesses from the events of 2020 is the value of flexibility and preparedness, and that applies as much to contact centres as any other business environment. While many business interruptions are isolated events – a fire or flood, or…

The past few years has seen a seismic shift in the way that organisations deal with their customers. Customer Service has become Customer Experience and done right it can propel businesses ahead of their competition whilst mistakes can be incredibly costly. As digital natives continue…

With the majority of our client base now working at least partly remotely and all of our new business inquiries coming from companies looking to do the same I have put together my 5 top tips for people wanting to run a contact centre remotely….

With the world currently entering a period of lockdown, many businesses are worrying about how they are able to continue trading if everyone has to stay at home.  With contact centres already considered high risk environments for infection we are speaking to a lot of…

Given events of the last few weeks, many businesses have found themselves in the very uncomfortable position of having to ask their staff to work from home for the first time. Once the immediate impact of the Corona Virus is over and the smoke begins…

The COVID-19 pandemic is first and foremost a human crisis, but there will also be a very substantial negative impact on the economy, and businesses for the foreseeable future. From schools shutting down to a ban on public gatherings of more than 2 people, no…

The Ofcom regulations have been around a long time, and they have gone through numerous iterations and changes over the years, we have noticed that has started causing a lot of confusion around what are the current regulations. Indeed, some of the older regulations are…

As we move into the start of the new decade, make sure your predictive dialler isn’t stuck in the past delivering the same performance improvements as every other solution on the market in 2020. Many predictive diallers simply automate the process of dialling the number,…

Demand for contact centres is growing day by day, according to a newly published report, promising an “astounding” rate of annual growth for contact centre software in the coming years. The report, titled Contact Centre Software Market: Global Market Analysis, Insights and Forecast, 2019-2026, was…

Call centre quality assurance (QA) can help to identify issues with your call agents and opportunities for retraining – and far from alienating those who are singled out for extra coaching in this way, call centre QA can actually help to boost employee engagement. That’s…