Tag Archives: contact centre

The Voice of the Future in Financial Services

With so much at stake, Teleperformance UK brought together specialists in customer care to discuss how contact centres are changing, and what impact that is having on sales in the financial services sector Significant challenges face banking and insurance firms … Continue reading

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Will Hilary be the contact centre manager of the year?

Each year, the Call Centre Management Association runs the UK National Contact Centre Awards. This is one of the most prestigious awards in the UK customer service industry – the ceremony this year will be on May 15th. I’m really proud … Continue reading

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Great #custserv where it is least expected

The customer service feedback pages in most newspapers are littered with horror stories about poor service and disasters where unsuspecting customers hand over their money and fail to receive the service they expected. What a pleasant surprise then to read about … Continue reading

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Getting it right first time just became more important than ever

First Call Resolution has always been a bit of a mantra in the customer service industry. Analysis of when customers contact a company show that if the problem can be resolved on that very first contact it is better for … Continue reading

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The RSPCA slashes response times from 2 days to 20 minutes

The RSPCA is a highly respected organisation in the UK. When animals are suffering abuse, RSPCA inspectors swoop into action and animal cruelty cases can result in criminal convictions. But the RSPCA usually replies on calls or messages from the … Continue reading

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And so 2014 is almost with us…

I recently asked you – the blog readers – for your ideas on trends we might see in the industry in 2014. I have seen a few great ideas on Twitter and I’m grateful to everyone who has been sharing … Continue reading

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31 hours on hold at the call centre

Research published in the Retail Times shows that British adults can expect to spend 31 hours of their life on hold with a call centre. This isn’t an attractive prospect for anyone based on the headline, but what’s important to … Continue reading

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