During our webinar “7 Contact Centre Challenges” our audience were asked “On home workers which statement best describes your centre?” Poll answers 31% – Not suitable and won’t be trialling or implementing it 16% – Currently in our plans but not yet implemented 20% – In place and working well 3% – In place but [...]

Paul Cooper writes about customer service from 10 years in the future. Looking back to 2013 from today – 2023 – it’s difficult to conceive of how it must have felt to be a customer back then. Low-cost airlines (whatever happened to them!) didn’t let you sit where you wanted; supermarkets forced you to queue [...]

You can have the best staff in the business, but it will count for nothing if they’re not in the right place at the right time. Here are some tips from our readers on how to optimise your workforce management (WFM). 1.    Be clear on what you are trying to achieve Efficiency is the key. [...]

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

The importance of knowing your audience is showcased in recent news stories which highlight the UK’s dislike of informalities from people they don’t know, particularly cold callers opening conversations with Hi [First name].