Working from home is a preference for a lot of people. As many as 86% of UK employees want to work remotely at least once per week (source hrnews.co.uk). Productivity is better in many cases, and so is wellbeing. This situation is full of positives – no commuting, more time with family, better health, less…
We all know and understand that client retention is important. Tie-ins are one way to keep clients by locking them in on some kind of contract. Another option is to be really good at what you do so that clients want to stay. One negative option and one positive option. If you were a potential…
We all need a business diary. If you need to spend 1:1 time with clients, then the chances are that you have an electronic diary or even a diary management system. Most of us would be completely lost without some form of diary. Diaries are constantly changing and being updated. People need to reschedule appointments,…
We’re living, and trying to make a living, in turbulent times. Nothing is certain anymore, but one thing you can always count on is people’s resilience. As we brace ourselves for a winter of increasing unemployment, more people are setting themselves up as a one man band or sole traders. These people are the backbone…
Handing over your phones can be a very scary thought. You’ve grown your business from the ground. Your business has been your baby and now the phones are ringing off the hook, business is booming, your rushed off your feet and you just don’t have enough hours or hands. Or maybe you’ve just set up…
Sweet FA some would say and there is definitely some confusion about what these titles actually mean. However, there are a number of important differences between each of these roles and if you need to engage someone then this will help to select the right level of support. EA is a term I’ve come across…
We’ve been enunciating and articulating with agents in offshore call centres for more than twenty years now. Offshoring has brought down the costs of insurance, white goods and clothing, but at what price? The heart of the British caller sinks as they are transferred to India or the Phillipines. The back office staff manage amazingly…
“gotta write a blog” “gotta write a blog” the inner voice has been nagging, and as it has been nearly 3 months since my last confession (which is nothing short of a disgrace) finally I get a few moments to get this ‘out there’. We launched our new brand “Bubble” on 19 June 2017. The…
The title of this superb track by Diana Ross and the Supremes would make a great choice for callers waiting in queues to speak to operators. Just as supermarkets use psychology to keep people in store and website designers organise material to keep visitors on the site, call centres employ a number of tactics to…
How can it be that in 2017 we’re still kicking around this old can? In an attempt to block nuisance calls BT have launched BT Call Protect for BT customers only in the last week or so. Now seems a good time to examine how it all started and why this problem will not go…