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Latest News

from The Welsh Contact Centre Forum

Industry News

The UK's most popular call centre magazine
How do I get Customers to do what I want; eg: buy our product; use our web site; try a new service?  Clearly the trick is to make them want to do what you want them to do. Sometimes people […]
During our webinar “5 ways to tune up your call centre” our audience were asked  “How much more ‘live inbound’ could you convert to self service” Poll answers 0 – 4%    18% 5 – 9%    21% 10 – 19%    26% […]
Recently I read an article by Xenia Carr-Griffiths in a newsletter from Hudson Walker International, a global luxury executive search and recruitment firm, called: The Luxury Of Service And The Service Of Luxury. In the article, Xenia says that: “If […]

Service News

Consistent improvements in customer satisfaction is key to trust and reputation.
Automotive sector take fourth position in customer satisfaction index
Retail (non-food) delivers the highest levels of customer satisfaction in the UK but experiences second year of declining customer satisfaction.