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.
Customer Satisfaction
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
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.
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.
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.
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.
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.
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.