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In the second of this 2-part series – click here to read Part 1 - Stuart Pearce shares the secrets of outbound calling success. It’s more about how you say something than what you say Your tone of voice, the pace […]
During our webinar “Forecasting Masterclass” our audience were asked “What method do you use to forecast?” Poll answers WFM software 49% Specialist Forecasting Software 1% Excel 68% Manual forecast 25% Not sure 2% Source: Call Centre Helper website webinar poll […]
Nick Herbert reveals how changing a single word can help improve your contact centre’s performance. Language is surely our most overlooked and underrated weapon in the fight to improve call centre performance. It’s long been known that choosing the right […]
UK Customer Satisfaction Falls for the Second Year, warning organisations to maintain focus on customer experience to achieve sustainable growth
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 call for shared vision to improve customer service, despite financial pressures
UK public sector leaders are calling for a shared vision for improving customer service, according to a new report from the Institute.