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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.



A Day in the Life of… I.T!

A Day in the Life of John Cockroft- I.T. Manager      Monday 27th June 2016   07:50 – Start the day with a pit stop at a well-known coffee shop for a caramel latte…   08:00 – 08:05 – Visual server room checks (daily). Results are added to our Log for compliance.   08:05 […]



What Game of Thrones can teach us about Employee Engagement

Statistics show that after approximately two years, employees may begin to feel alienated or disengaged in their job role. Every business wants to seek out- and keep- the best talent. So, the big question is: how can you prevent it from getting to this stage in the first place? Well, we’ve got a few tips […]



5 Things Star Wars can Teach us about Training

Benjamin Franklin once said: “Tell me and I forget, teach me and I remember, involve me and I learn”. This is extremely good advice. Yoda, however… Well, we think we may already know, but we’ll take that as a challenge! It wasn’t an excuse to have a Star Wars marathon…honestly…     1. Know your training […]



Customer Service – it’s getting personal!

Personalisation is becoming a key issue in the world of customer contact – the idea that we need to speak with our customers as we would in the ‘real world’ rather than provide a generic, scripted response. If you think about it, in a face-to-face environment, people adapt the way they talk to reflect the […]



Plan now to avoid a nightmare before Christmas

As the sunny days and summer holidays stretch out in front of us, shall we be the first to blink and mention Christmas? While your average high street shopper would recoil in horror at the mention of the festive season in July, we know that for retailers and delivery specialists, Christmas starts here. Capacity Risk […]