We’ve all been there – calling a contact centre, going through the automated system, pressing copious buttons, and having to answer numerous security questions in response to a computer voice. The...

As the working from home trend continues to grow, it’s important to equip yourself with effective strategies to thrive in this new dynamic. Whether you’re managing agents who work remotely, or you...

If you work in a contact centre, then you will probably be having a regular huddle, which is very different to a cuddle! Each team comes together for a few minutes, usually in the morning, or at...

Did you know that outbound contact centres in Britain have been around since 1985? As consumers we receive calls more often than ever, but most outbound calls are not necessarily cold calls. A...

Retention is probably the wrong word to use to describe this activity. What we’re talking about is reselling. Customers call in and say “Look, I’m paying too much for this annual subscription…”...