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Resources

Radian

Radian is an award-winning organisation, employing over 1000 staff, providing nearly 21,000 affordable homes across the south and providing care and support to over 450 people across the South East, through Radian Support.

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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 support vulnerable customers

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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Customer Experience Strategies

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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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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Coaching the contact center – 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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Creating connection in Contact Center 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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How Conversation impacts Contact CenterThe 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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