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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
OK, this post has an interesting origin. I was doing a webinar (Go Digital! Engagement Strategies for Contact Centres) with Emma Samuel (Global Corporate Marketing Director at NewVoiceMedia). Of course I should have anticipated it, given the webinar title was […]
19% of contact centres support more than 8 languages in their contact centre. Poll – How many languages do you support in your Contact Centre? – answers 1 Language – 34% 2-4 Languages – 38% 4-8 Languages – 9% 8+ […]
Poor attendance in the contact centre can have a negative impact on everything from team morale to schedule adherence. Here are 5 ways to help manage the issue. 1. To be the good cop and the bad cop: phone your […]

Service News

Retail (non-food) delivers the highest levels of customer satisfaction in the UK but experiences a decline overall for the third year running
Jo Causon, CEO of The Institute of Customer Service, reacts to the announcement that 2 million jobs and 3 million apprenticeships will be created through the Full Employment and Welfare Benefits Bill.
Jo Causon, CEO of The Institute of Customer Service, reacts to Ryanair's announcement that its full-year profit rose by 66%.