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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.

Jan

18th

5 Ways to Improve First Contact Resolution

First Contact Resolution (FCR) is simple: the lower the amount of interactions your customer faces to get their query sorted, the better. Lower amounts of customer interactions equal lower costs for your brand and- most importantly- a fantastic experience for your customer. So, how can we improve that all-important First Contact Resolution?…   1.Ask the […]

Jan

4th

A Day in the Life of… a Work-Based Apprenticeships and Learning Coordinator

The Contact Company Work-based Apprenticeships and Learning Coordinator, Stuart Lindsay, tells us what he gets up to on a day-to-day basis…   5:45am Up for work, showered, then down to let the dog out. I grab a cuppa’ and toast, then it’s on the train to work. 7:20am I arrive at work and pop in […]