During our webinar “10 ways to improve First Contact Resolution” our audience were asked “How long is your Average Handling Time?” Poll answers 1% Less than 1 minute 9% 1 – 2 mins 34% 3 – 4 mins 43% 5 – 9 mins 13% 10 mins + Source: Call Centre Helper website webinar poll    Sample [...]

How can we assist call centre agents to sustain their energy levels? Is providing sugary drinks really the best answer? Author Alison Mathiebe explores. Peaks and valleys of energy and motivation Dealing with the peaks and valleys of energy and motivation can be a challenge for anyone, but it is particularly so for call centre [...]

This week we bring you the third cheat sheet in our latest series of downloadable training materials. This training will help you to Add value to routine calls Convert disappointed customers Identify “nice touches” Click here to download the Creating Advocates sheet. These cheat sheets are all available in a downloadable Microsoft Word format so [...]

Much of the debate following the budget has focused on whether the government has struck the right balance between stimulating growth and controlling the deficit, which is critical given the challenging times in which we live. Key changes which will have far reaching impact for all of us are the reforms to the financing of social care. We examine what the measures mean for individuals and organisations, and the critical role for customer service.

The Eurozone unemployment figures announced this week highlight the urgent need to stimulate sustainable growth across the whole of the European Union. The UK’s welcome, if modest, growth of 0.3% in the first quarter of 2013, has been underpinned by the performance of the service sector, which grew by 0.6%, helping stave off the negative growth afflicting much of the Eurozone.

• First Direct pulls ahead in customer satisfaction rankings • The Co-operative Bank overtakes Nationwide • Banks continue to lag behind other sectors