Customer Satisfaction

How to look after the vulnerable customer

We look at how to provide faultless assistance to vulnerable customers under a variety of different circumstances within the contact centre environment.

READ MORE

Handling the customer service experience in the festive season

Before we put our feet up for the festive holidays, here’s our expert advice on how to handle customer service during the busy Christmas period

READ MORE

How to deal with an angry customer

Our expert team takes a look at how to keep your cool in the face of frustration within customer service and still provide a faultless service.

READ MORE

Customer service matters: A focus on standards for National Customer Service Week

Pete Dunn, Community Engagement Manager, explores why customer service is so important, and some of the ways it can be delivered effectively.

READ MORE

Creating connection in conversation – The art of conversation: Part Two

Helen Beaumont Manahan looks at the importance of creating connection in conversation during the daily operation of the contact centre.

READ MORE

Can you please everyone all of the time?

How do you keep everyone happy and ensure that your service is always quality assured? You can’t please everyone, but these tips will help.

READ MORE

Why Quality Monitoring is Important for your Call Centre

We examine Quality Monitoring for contact centres on many levels, right the way through to driving a Return on your Quality Investment.

READ MORE

Recognising the importance of the Human Element in Customer Interactions

As the QA sphere of influence grows, the need to capitalise on this key resource becomes imperative within your business.

READ MORE