How you can utilise Quality Enabled Business Transformation to move your employees and business from a survive to a thrive mindset.
We look at how to provide faultless assistance to vulnerable customers under a variety of different circumstances within the contact centre environment.
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
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.
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.
Helen Beaumont Manahan looks at the importance of creating connection in conversation during the daily operation of the contact centre.
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.
Pete Dunn discusses how call scripting in contact centres can be a double-edged sword as part of our ‘Seven Deadly Sins’ series.
Pete Dunn discusses how to ensure your call monitoring is saintly as part of our ‘Seven Deadly Sins’ series.
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.