Cost reduction and improved customer interactions. Is that on your 2018 to do list?

As the post-Christmas trading analysis shows there are some significant challenges at play in the retail sector and 2018 will most likely continue in the same vein with cost pressures intensifying.  Several of our most recent assignments have allowed both customer and operational improvements in pa...
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Getting AI Ready

AI is cited as being the next big disruptor to industries, changing how businesses operate and how customers interact and go about their daily life. Already we’re seeing widespread adoption of AI technology into the area of customer service with chatbots answering customer queries. Customers are u...
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Getting customer engagement operation robot ready

Date: 21st March 2018, Time: 8.00am – 10.00am, Location: Blue Fin, 110 Southwark St, London SE1 0SU...
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Do you have individual agent coaching plans to increase your sales revenues?

Each individual agent brings a different personality and level of expertise to a contact centre, and the challenge for managers is to be able to identify strengths and weaknesses, so they can help each person reach their full potential. But what does this actually involve? Is coaching the same as ma...
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Are your customer management outsourcing arrangements in safe hands?

Following Wednesday’s surprise profits-warning announcement from Capita (one of the largest UK outsourcers), coming so soon after the failure of Carillion and the travails at Interserve, several of our clients have contacted us. They asked: Should we be worried? And, are there structural issues in...
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Strategies for contact centre outsourcing success

Date & Time: 14th March 2018 | 12pm – 2pm Venue: 1 Northumberland Avenue Trafalgar Square, London, WC2N 5BW 80% of outsourcing deals fail to achieve their targets, according to Gartner. Getting the right outsourcing plan from the outset is crucial. If your team does not hav...
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