Human Element

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.

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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

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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.

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Coaching the contact centre – The art of conversation: Part Three

In the final instalment of our series on the art of conversation, Helen Beaumont Manahan discusses why coaching the contact centre is not a competition.

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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.

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The art of conversation: Part One

In a world driven by technology, a simple spoken exchange of words is becoming a rarity. Helen Beaumont Manahan looks at why talk is not cheap.

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The seven deadly sins of call scripting in contact centres

Pete Dunn discusses how call scripting in contact centres can be a double-edged sword as part of our ‘Seven Deadly Sins’ series.

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The seven deadly sins of call monitoring

Pete Dunn discusses how to ensure your call monitoring is saintly as part of our ‘Seven Deadly Sins’ series.

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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.

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The human element of a contact centre

The Contact Centre Expo is one of the highlights of our industry’s calendar. We review the key talking points from this year’s event.

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