Webinar: Using Quality Management to create a new, improved normal
Helen Beaumont-Manahan and Pete Dunn discuss what’s changed for Contact Centres, Quality Management and Customers, and how we can utilise that for the better.
Call Center QA
Call Center Quality and Business Transformation
How you can utilise Quality Enabled Business Transformation to move your employees and business from a survive to a thrive mindset.
USwitch
As well as improving the customer experience, our work with USwitch also had an impact on sales performance; demonstrated by an increase in sales of 12% year-on-year across two outsourced call centres.
Dignity
Our work with Dignity helps ensure that sales are being made ethically and in line with not only the FPA guidelines but also with their own exacting standards.
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.
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.
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.
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.
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.
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.