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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.

Jun

14th

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 […]

Jun

12th

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 […]

Jul

31st

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 […]

Jun

13th

Fever Pitch: Seven things the Fifa World Cup can teach us about customer service capacity planning – Part 1

Samba, sunshine and soccer… All topics on the tips of a lot of tongues at the moment thanks to the start of the Fifa World Cup in Brazil. However, another topic which hasn’t quite made it on to BBC World News (yet?) is one of the main issues currently plaguing the minds of retail’s top […]

Jun

13th

Fever Pitch: Seven things the Fifa World Cup can teach us about customer service capacity planning – Part 2

So in part one of this blog, we talked about the first four things that the World Cup can teach us about capacity planning. Here, in part two – and after an excellent weekend of football (or not for England) – we look at the final three… 5. Changing Environment Heat exhaustion. It’s one of the […]