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Industry News

The UK's most popular call centre magazine
Here are some more simple exercises you can try to help get everyone in your contact centre moving – even between calls! These exercises can be carried out individually between calls, during a designated “team exercise break”, or as an […]
Our panel highlights the ‘must have’ features to look out for when buying a Workforce Management (WFM) solution. Self-serve tools can reduce the burden on resource planners Agent self-service tools can empower agents to act and make appropriate requests and […]
We asked our Twitter panel “What is the best way to increase agent satisfaction?” Carolyn Blunt ?@CarolynBlunt Listen to your agents! What are their biggest bugbears? It could be rubbish systems, grubby headsets or lack of praise. Ask! PCMS Call […]

Service News

Many UK companies are failing to keep up with the rapidly changing customer environment according to the latest UK Customer Satisfaction Index (UKCSI). Overall satisfaction has in all four surveys since January 2013 and is now lower than at any point since January 2010 - only the utilities and banking sectors have improved during 2014.
Taking a look at the trends shaping customer service in the next 12 months
The 2015 Awards Shortlist has been announced