News from the Welsh Contact Centre Forum

  Chris Summers shares five ways to help improve customer retention.  These tips can provide a valuable lesson to businesses on how to survive even in the most turbulent times. 1. Communicate the reasons behind decisions Decisions need to be taken in business that may be perceived negatively by our customers or potential customers. These might be mergers, acquisitions, [...]

Graham Chick makes the case for live on-call monitoring. Talking to an increasing number of contact centre managers as I do, when trying to elicit from them exactly what tools and technologies they really need to improve the efficiencies of their own operations, a common frustration amongst them is ‘I know what my problems are…but I don’t [...]

A replay and slides are available from our webinar on forecast accuracy.Click here to view the replay. It’s a tough job trying to match the level of staff with the volume of calls.  After all, the moment that a customer tries to contact you is dependent upon a wide variety of factors. So how do you ensure [...]

Research from Fishburn Hedges shows that two thirds of consumers think social media is a better way to communicate with companies than call centres, 68% feel it gives them greater customer voice and that organisations are increasingly using it as a way to win consumer trust and advocacy.

The latest edition of our magazine for senior executives looks at the role of regulators in customer service. While they have a duty to protect the vulnerable and promote transparency, consistency and fairness, is the customer better served by a healthy, competitive environment?

The Institute's new president stresses the importance of customer service to the UK economy.