North East England: A northshoring success story
As businesses continue to react and respond to changes in the domestic and global economy, many are seeking new and innovative ways to ensure they remain profitable and competitive in what is an ever-changing business environment. One of the biggest trends in recent years has been the rise in northshoring – businesses moving all or […]
INDUSTRY SPOTLIGHT: Darwin – We are not the technology; we are the process that sits in front of it
Darwin removes the pain from buying business technology at every step. We deal directly with sales teams, so you get a streamlined buying process. From discovery to delivery, gain free, impartial advice and a rock solid qualification process that inform your choices of technology, vendors and solutions. Businesses face huge costs by not choosing the right technologies or […]
How dedicated customer service provision helped award-winning Mercedes-Benz distributor, Rygor, solve their biggest CX challenges
More and more of the UK’s leading brands are using a Bespoke Customer Team from Moneypenny, entrusting our brilliant customer service agents to answer their calls and emails, respond on social media, manage their live chat, process orders, take payments and more on their behalf, to deliver the ultimate customer experience. By providing extraordinary support across multiple […]
Looking for a new Customer Experience delivery Destination and Partner? Merchants look forward to meeting you at the Contact Centre and Customer Services Summit
Why choose South Africa? Superior CX Capability – 18% better CX quality when compared to competitor offshore markets Cost Beneficial Region of Delivery – 55% – 65% more cost efficient than source markets Preferential Accent and Customer Engagement – Buyers choose the South African accent compared to other low-cost destinations Why choose Merchants? Merchants is one of the leading Customer […]
Unobvious things to prioritise in an outsourced contact centre
Outsourcing customer support is a strategic decision, but what should drive that choice? Many businesses focus on cost first, often comparing hourly rates. But the real question isn’t how much you pay per hour; it’s what you get for that investment. Cost per resolved issue is what truly matters. If inefficiencies slow down response times […]
Analytics demonstrate the transformative power of video for contact centres
Video has become the preferred media for consumers to get information (think YouTube, TikTok, Instagram etc) and is therefore a must-have medium for businesses to engage their customers. This trend is particularly evident in contact centres, where video content can significantly enhance customer experience (CX). Videos capture and retain audience attention more effectively than text-based […]
INDUSTRY SPOTLIGHT: Zoho Desk – Strike great customer service every time
At Zoho UK, we believe in working smarter, not harder. With over 90 million users and more than 50 apps under our belt, we’re all about making business life easier. Our tools help streamline workflows, boost productivity, and most importantly, keep your customers happy. If you’re leading a customer service team, you’ll love Zoho Desk. It’s […]
What next for AI and customer engagement in 2025?
AI adoption has continued at pace throughout 2024, but the vast majority of organisations have yet to embed AI enabled innovation within core operational processes. One third are engaging in limited implementation, while 45% are still in the exploratory phase. While there is no denying the power of GenAI, the majority of businesses have struggled both […]
Raising the Standards in Contact Centres: A Vision for the Industry
By CCMA In today’s world, contact centres are more than just support hubs—they are the primary connection between customers and brands. Yet, despite their essential role, contact centres don’t always receive the recognition they deserve within organisations. I believe this is an area ripe for change, and raising standards across the industry will play a […]
The Convenience Factor: Why social selling is crucial for the future of retail customer service
Success in ecommerce and retail today hinges on consumer convenience. It is fast becoming a powerful tool in the e-commerce industry, transforming the way businesses engage with their customers and increasing sales through social commerce. Being able to tap into social media networks and their platforms makes it a game-changer in the industry because of its […]
