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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
I find myself interested and caring for the human. So the following slogan caught my attention: “There is no more b2b or b2c: It’s human to human”. This got me wondering: What does it take for us to show up […]
New customers are a lot like making a new friend. You need to make sure that you are making a good impression. After all, the goal here is to have a great relationship. So it stands to reason that you […]
Here are some great ideas for encouraging agents to work overtime – even when it’s sunny outside! 1. Make weekend work more fun than the average weekday We make a conscious effort to make the weekend shifts more exciting than […]

Service News

The latest UK Customer Satisfaction Index (UKCSI), which surveys nearly 10,000 consumers, reveals that satisfaction has continued to fall leaving people more unhappy with their customer experience now than they were in January 2011, a major concern for organisations as the economy begins to grow.
The Institute reports on how utility companies can improve trust, customer satisfaction and business performance.
UK public sector leaders are calling for a shared vision for improving customer service, according to a new report from the Institute.