We all get things wrong sometimes, but admitting this and dealing with issues correctly isn’t always easy. Here’s how to apologise to customers with professionalism, speed and accuracy.
Hit your business’ maximum operational capacity but still unable to meet customer expectations? It might be time to let a BPO call centre step in…
Gaining a better understanding of how your customers feel about your brand can have a huge impact on your confidence for future strategies. Here are all the main things to know about customer sentiment analysis…
The customer service job market in the UK might be one of the biggest, but what are some of the current trends? We analysed the data to get a better idea…
Allocating and managing resources effectively within a call centre creates a solid foundation for productivity. Here’s how workforce management can assist with your business’ goals…
What is automatic call distribution, and why is it such a helpful tool to implement within your inbound call and contact centres? Let’s find out…
Tracking your average order value can be important for lots of reasons. Here we’ll guide you through the ins and outs of this metric, and how you can boost AOV within your business…
Who and what are the key drivers of our purchasing decisions in Britain? Find out everything our research uncovered below…
Contact centres can offer omnichannel customer support, but what else sets them apart from a call centre? Let’s find out…