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.
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
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.
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.
Many organisations see QA as a compliance-driven, risk-based activity. The real value of QA impact is much larger with multiple touchpoints.
We are proud to work in over 45 languages, and we understand the diverse ways culture can impact Customer Experience.