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Network Homes Case Study

Turning 20,000 houses into homes – by phone! When you are dealing with big numbers, in a busy customer service centre, covering London, Hertfordshire and the South East, it is a sizeable task to respect each new caller as an important individual. But while managing 20,000 homes and marching confidently towards its 90% ‘total customer […]

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Telephone Training News

Looking for inspiration for your telephone training courses? In this post I’ve pulled together some of my top free resources, tips and news for trainers working in sales and customer service. Fun and effective icebreakers, energisers, infographics, blogs and videos – there’s some good stuff out there if you know where to look! Free e-book […]

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Some new customers this week

A big thank you to some of our new customers this month   Anglian Home Improvements – an Alpha 6 for their induction and upskilling in the contact centre Helm Training – an Alpha 6 for employability skills development Skillsmatch, Tower Hamlets – an Alpha 12 and an Alpha 6 for employability skills, apprenticeships and […]

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21 ways to improve complaints handling in your contact centre

Great piece by Contact Centre Management Association   21 Ways to Improve Complaints Handling in Your Contact Centre 19th April 2016 Our recent best practice visit to Tesco Bank in Glasgow focused on transforming complaints. Here are some of the tips that were shared:   1. Find out if general enquiries are being logged as […]

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