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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.

May

9th

A Day in the Life of… A Learning & Development Trainer

The Contact Company Learning & Development Trainer, Phil Churchill, tells us what he gets up to on an average day…   08:00– Arrive at work. After all, apparently 80% of success is showing up! (Woody Allen). 8:30– Check through my emails and take a look at my calendar to make sure everything is where it […]

Apr

27th

A Day in the Life of… A Customer Service Advisor

Ever wondered what The Contact Company’s Customer Service Advisors get up to on a daily basis? …   08:00– Wake up and roll out of bed. Today’s shift is 10:00-19:00, so I’ve got plenty of time to get ready. 09:10– Leave the house to catch the bus. I catch-up with friends in the group chat […]

Feb

24th

5 Key Traits of a Great Customer Service Advisor

Customer service can make or break any business. But how do we deliver the top-notch customer service we strive for? Well, the key is the people! Your Customer Service Team are on the frontline of customer communication, and are your brand representatives. So, in this ever-increasing world of relationship marketing, how can you be sure […]

Jan

6th

7 Customer Service Resolutions for 2017

Ahh, the New Year! A time for fresh starts and good habits. So, we’ve made a list of our top customer service tips for your Customer Service Team to adopt (or reaffirm) throughout 2017. Either that, or we’ll do it for you… but we would say that, wouldn’t we…   Know Your Stuff and Be […]

Nov

25th

Role Profile: Customer Service Advisor

The role of the Customer Service Advisor has changed throughout the past few years. Long gone are the days where an Advisor would answer calls only to help place orders, or to direct customers towards other customer service methods, with scripted responses. Now, Customer Service Advisors are expected to perform a number of different duties, […]

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 […]

Nov

11th

How to be a Good Listener

Being a good listener allows you to see the world through the eyes of others and to understand their feelings. This is especially important in the world of customer service; you need to empathise with the customer and fully understand their interests/customer service needs, in order to do the very best you can…   Simply […]

Sep

30th

That Call- An Opportunity to Grow

We’ve all experienced it: the day’s been going well and then you get THAT call. The customer is not happy; in fact, they’re enraged. They haven’t received the service they expected and they want to unleash their fury in a verbal assault on the poor, unsuspecting soul who picked up the call- namely you. In […]

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 […]

Jul

13th

4 Key Tips for Social Media as a Customer Service Medium

  Create a Separation between Marketing and Help It’s always best to create separate accounts for marketing and customer service/“help”. Every business in the world will receive complaints or experience issues at some point. It’s the nature of the beast (as they say) and it’s extremely hard to prevent this from happening altogether! What you […]