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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

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 […]

Nov

4th

6 Reasons you Should Consider Outsourcing your Customer Service

Customer service can make or break an organisation. In this very public and social-orientated age, relationship marketing should be top of your agenda. Happy customers are ambassadors for your organisation and customer service is a high-priority for customer satisfaction. Outsourcing can be a great way of making sure that you get this right, from the […]