Industry Spotlight: Finding the ‘perfect fit – the psychology of contact centre recruitment…
Brona Ratcliffe, head of contact centres HR at Domestic & General, oversees more than 900 employees at the company’s Nottingham-based contact centre. Domestic & General employs more than 2,500 employees in the UK and, last year alone, handled eight million calls, spending three billion hours on the phone. Here, she explains how Domestic & General […]
Guest Blog, Gail Partridge: Holding memorable conversations with your customers…
Delivering a first-class customer experience should be the number one priority for any brand – it really is that important. It affects perceptions and memories of a business, and encompasses everything a customer goes through with that company. The contact centre is an important part of this, often called into action when something with the […]
Industry Spotlight: “It’s up to you how to handle social channels, but choose wisely”…
The term ‘call centre’ usually conjures up images of vast open office spaces, occupied by dozens of telesales representatives parked in front of computer screens with their omnipresent headsets. Gone are the days where the primary source of communication is by telephone. In the digital age, many consumers decide to take to their desktop when […]
