Library

British Gas

British Gas uses BPA Quality Builder’s Calibration tool to further improve their quality management. The quality platform has delivered improved reliability, better ease of use, the ability to make changes more quickly and enhanced functionality.

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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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Get out of Wrap – December 2019

Hosted by our very own Martin Teasdale, Get Out of Wrap interviews industry experts, leading lights, rising stars, innovators and disrupters. Each month we bring you a summary of the latest episodes so you can catch up one go.

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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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Get out of Wrap – November 2019

Hosted by our very own Martin Teasdale, Get Out of Wrap interviews industry experts, leading lights, rising stars, innovators and disrupters. Each month we bring you a summary of the latest episodes so you can catch up one go.

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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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Digital transformation in the contact centre

Digital transformation can dramatically alter every aspect of customer service – as well as having a huge and positive impact on cost.

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Get out of Wrap – October 2019

Hosted by our very own Martin Teasdale, Get Out of Wrap interviews industry experts, leading lights, rising stars, innovators and disrupters. Each month we bring you a summary of the latest episodes so you can catch up one go.

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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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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.

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