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Want to improve employee engagement? A good first step would be to do away with the silly rules in your contact centre. Here are a few examples. 1. No pictures or personal stuff on desks The vast majority of agents […]
Here are some ideas we picked up on a site visit to the UCAS contact centre in Cheltenham. UCAS Fact File Agents 45 seats 42 FTE Call volume Inbound: 8,000 calls per week. (40,000 a day at peak times.) Outbound: […]
Lisa Binney looks at why many contact centres are inadvertently failing to recognise their best performers. Going back 20 years when I was first working as a part-time contact centre agent, I remember our centre manager deciding to start recognising […]
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