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This blog provides a platform for us to discuss how our industry works, to share insight, case studies and real-life examples on customer service management. Subscribe below to receive our latest blog posts.

Nov

18th

6 Ways to Improve your Customers’ Live Chat Experience

Live Chat is fast becoming the most popular customer contact method; with recent surveys suggesting that 73% of consumers prefer chat, compared to just 44% preferring calls and 61% favouring emails (2000 consumers, eDigital).  With that being said, it’s important to ensure that your customer service team are at the top of their game when […]

Oct

28th

How to Retain Employees and Avoid an Attrition Nightmare

With Halloween fast-approaching, our thoughts turned to scary scenarios and potential nightmares within the workplace… Near the top of our list was employee retention and well-being. Every business wants to hire the best staff- and keep them! The best way to do this, is to keep your employees happy; respect them, value them and listen to them. […]

Oct

19th

7 Things Friends Taught us about Customer Service

Ahh, everyone’s favourite group of friends… they taught us a lot: how to play poker, how to stand up to pushy parents, how to safely manoeuvre furniture and, of course, what not to do when you’re “on a break”. In fact, the coffee house-dwellers even taught us a little about customer service. Did somebody say marathon?… […]

Sep

23rd

8 Ways to Make the Most of your Weekend

If you work Monday-Friday, the weekend should be a time to relax and unwind after the working week, whilst preparing yourself for the week ahead. Despite this, many UK workers find it hard to switch off and make the most of their time. Luckily, we’ve compiled a list of ways you can do just that…   […]

Aug

24th

How to Create Effective Tone of Voice Guidelines

Let’s start off with the basics… what is Tone of Voice? Tone of Voice is the distinct personality, style, or point of view of a piece of writing or any other creative work. The language/words used, brand purpose and selling points all inform your Tone of Voice. A set Tone of Voice creates a sense […]

Aug

10th

Customer Service: 6 things you may be doing wrong

The world of Customer Service is constantly moving and evolving, but even so, there are standards and pillars of success that remain the same. Here are the 6 things you may be doing wrong. Are you guilty of any of these Customer Service blunders? If so, don’t panic, we’ll have you sorted in no time… […]

Aug

4th

7 things Lord of the Rings can teach us about Social Media

Social media and Lord of the Rings- in no way linked, right? Wrong! The world of social media for business can sometimes be a daunting one, but, with the right knowledge and guidelines, it can be an invaluable marketing and customer service tool. We found that Lord of the Rings touched on all of our […]