The UK's most popular call centre magazine
We asked our reader panel what they thought about agents eating at their desks. Here is what they said. Some managers think it won’t be an issue if you trust your agents to act like adults… If it can be […]
Our panel of experts look at how Workforce Management technology is expected to change over the next few months and years. What can we expect in the next few years? Traditional forecasting models will be replaced Advances in computer simulation […]
Listening to a handful of calls every day has helped Ian Cowley deliver a great customer experience. For the past six years, I’ve been obsessed with listening to my customers’ phone calls. Truly, there is no better way to get […]
Most UK CEOs and boards have no understanding of what customers want, yet ignore experienced frontline employees, according to the latest report from The Institute of Customer Service.
Jo Causon, CEO at The Institute of Customer Service responds to a report from the Competition & Markets Authority suggesting some businesses are paying for positive reviews and endorsements online.
Jo Causon, CEO of The Institute of Customer Service responds to news from the National Audit Office that over 10 million people faced problems when using public services in the UK last year.