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The Death of the Traditional Call Centre: Exaggeration or Truth?

The question of whether the call centre is still relevant or not seems to always crop up in the world of customer satisfaction.  It’s easy…

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Is Customer Service as a Service Just a Buzzword?

Just when you think the world of customer service has hit its limit of new terms and acronyms, a new one manages to emerge. And…

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Omnichannel vs Multichannel Customer Service | Head-to-Head

Customers that use more than one channel to shop are shaping up to be the most valuable kind to target. For one, those that use…

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How to Make Outsourced Customer Service Work for Your Small Business

According to recent data, small businesses make up 99.2% of the total UK business population.1 If you want yours to stand out from the crowd,…

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15 Customer Experience Metrics for CX Leaders To Track

Data has become an invaluable resource for CX leaders who want to achieve peak customer service performance. After all, 60% of companies that proactively use…

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someone shopping online

A Guide to eCommerce Customer Service Outsourcing in 2024

Excellent customer service isn’t an option. It should be central to your business strategy. 77% of customers will recommend a company to their friends because…

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Customer Lifetime Value in eCommerce | How You Can Do Better

“Standing out from the crowd” is arguably the most common goal for businesses across any and every industry. But we think it’s safe to say…

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Outbound & Inbound Call Centre Services: Your Go-to Guide

Call centre experiences can make all the difference to the loyalty of your customers.  Research has shown that 60% of consumers have switched brands due…

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Top Call Centre Technology Trends to Expect in 2024

Navigating new technologies is the most clear trend of customer service in 2024 but it’s definitely not the only example. Maintaining a healthy business-customer culture…

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