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Resources by topic:
Customer Service
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Managing High Call Volume in a Contact or Call Centre: 7 Key Tactics
A high call volume can quickly overwhelm your agents when you’re unprepared. Here are six of our top high call volume management tactics to try.
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How to Build a Successful Customer Service Team: Recruitment, Training & More
Building a successful customer service team takes planning and dedication. From recruiting to training, here’s everything that customer service leaders need to think about.
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10 Core Principles of Customer Service: Explained
Customer service representatives should always strive to uphold the top principles of their trade and provide the best quality of service every time. From speed to accuracy, here’s the 10 core precepts of customer service and how to apply them.
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How to Apologise to a Customer: Our Top Tips with Examples
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.
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What is a BPO Call Centre & How Does it Work?
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…
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UK Customer Service Roles: A Visual Report
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…
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What is an Automatic Call Distribution (ACD)?
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…
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Conversational AI: Differentiating Between Relationship & Function
Thought Leadership Piece from our Head of Strategic Marketing, Rob Mead
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A Guide to Scripting for Customer Services Explained (with Examples)
Positive customer interactions are critical for the reputation and sales of your business. Here’s how to incorporate stellar scripting into your customer service strategy…
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