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“Hi, can I speak to the decision-maker of the house? I’m calling in a desperate attempt to take your money. This will only take five hours of your time.” Click. … Read more “The Complete Cold Calling Scripts Handbook: Examples, Free Templates, Tips and Techniques”
As a call centre representative or manager, chances are you probably receive an angry phone call at least once a day. It could be an irate caller complaining about a … Read more “Angry Phone Call: 10 Customer Service and De-escalation Techniques to Handle an Angry Caller”
The State of Call Centres Call centres are an important part of any organisation, although they’re often treated as an afterthought. The primary way that customers will communicate with your … Read more “10 Biggest Call Centre Problems Holding Teams Back & How to Overcome Them”
Call centres play a crucial customer support role for countless companies and brands in the UK, and it can be a high pressure, stressful environment for staff dealing with frustrated … Read more “How to Manage a Call Centre Efficiently and Cut Call Volumes”
Call centres play a big part in the UK’s economy. There are around 926 businesses in the sector, employing close to 1.3 million workers. That’s around 4% of the entire … Read more “Top 50 List of Best UK Call Centres”
Wondering how to start a call centre? No idea where to begin? You’re in the right place. They’ve been around since the 1960s, but call centres continue to play an … Read more “Setting up a Call Centre: The Definitive Guide”
Contact centres are seeking technology to support their agents in handling huge increases in customer enquiries. The pandemic accelerated this change, as contact centre agents and managers struggled with new … Read more “AI, Automation and Digital Self-Service in the Contact Centre”
The way customers and companies interact is changing at an incredible rate. Even before COVID-19 hit, consumers were spending less time in face-to-face conversations with businesses and more time online. … Read more “Key Improvements for Modern Contact Centres”
I was in the video conferencing industry way back; I know that organisations dabbled in remote and flexible working for many years without any particular urgency. In the wake of … Read more “How to Manage Remote Contact Centre Teams Right Now”