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Latest News

from The Welsh Contact Centre Forum


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Industry News

The UK's most popular call centre magazine
Martin Taylor highlights that up-selling need not be upsetting. A while ago, I was discussing annoying PC issues with a colleague – I have many annoying PC issues. Is up-selling upsetting? We concluded that ‘spell check’ was one of the […]
This is the third post of my series on customer hubs. I’ve previously explored how they provide a low risk way of developing greater responsiveness to current and emerging customer needs. This is achieved by co-locating and then coaching a […]
The aim of a Customer Hub is certainly more ambitious than just ‘ three men in a tub’. In the first post of this series on Customer Hubs, I explored why they solve many of the issues that operating in […]

Service News

Retail Food sector ranks second in UKCSI but Banking and Tourism sectors close the gap
Reacting to news that a new Consumer Ombudsman service has been launched today, Jo Causon, CEO at the Institute of Customer Service argues that “this is a wake-up call for any organisation that only gives an after-thought to complaint handling and customer service.”
Latest data shows sector is fastest improving in UK