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Industry News

The UK's most popular call centre magazine
Boost your customer loyalty by increasing your agents’ emotional intelligence. Building an emotional connection with customers through email is a tricky one, as there are not many elements within the message to create a bond. Here are some key suggestions […]
Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards. With headlines like this, it’s no surprise that according to a blog published on, 87% of consumers don’t believe that […]
Here are 11 phrases no agent should ever say. Do you ever hear them in your call centre? 1. “We don’t deal with that” If you work in sales and your current caller has a question about billing, then it’s […]

Service News

Tourism outperforms the UK average for customer satisfaction and climbs to third place in UKCSI
Consistent improvements in customer satisfaction is key to trust and reputation.
Automotive sector take fourth position in customer satisfaction index