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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.



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 […]



A Day in the Life Of… Head of Operations

A day in the life of Head of Operations, Kevin Horgan!…   06.00 – Rise and shine! Catch up on overnight news including- of course- the sport: Breaking news about “Big Sam”… wonder where that one’s going…   06.45 – Leave home having said goodbye to an 8 year old who is very excited; she’s […]



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…   […]



Office Lingo 101

Feeling out of touch with the office lingo? Don’t worry, we’ll translate…   C.O.P What it means: Close of Play How to use it: “I’ll email those figures over to you before C.O.P today.” How not to use it: “I’ll email those figures over before C.O.P…because I’m the number police… I’m on the case.” *insert awkward chuckle*. Why [&helli



How to Conduct an Effective Interview

How do host the perfect interview, we hear you ask? Well, we’ll tell you…   Prepare! Be sure to understand the position and job roles inside-out. Meet with stakeholders to discuss the various attributes and skills that the candidates must possess. This knowledge will inform your questions, so, once you have it, be sure to […]