For contact centres, time is money so ‘Zero to Paid’ in 20 seconds, with omni channel PCI compliance thrown in, is important

woman in black long sleeve shirt had a job interview
8th June 2022
Since returning to ‘business-as-usual’ after the pandemic had motivated contact centres to enable their teams to work from home, the industry has found itself amid a chronic staffing shortage that’s led to intense recruitment competition, more choice for employees, and demand for higher wages & better conditions. This predicament is
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Webinar: Addressing Today’s Key Homeworking Challenges

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7th June 2022
Thursday 30th June 2022, 12:00 – 1.00pm Chair: Jane Thomas, South West Contact Centre Forum and Call North West In this webinar, we’ll discuss the key homeworking issues facing businesses today, including: • How to better manage the consequences of cost of living increases• Dealing with vulnerable customers• Overcoming recruitment
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Calling Time on Poor Health in Contact Centres

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10th May 2022
Call North West and South West Contact Centre Forum are joining forces with Liverpool John Moores University and Lancaster University on a new 3-year research project. The project The project explores how contact centres can improve the health and work conditions of their advisors. “We will work with the sector
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Webinar: Six Quick Fixes to Make Your Homeworkers More Productive

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24th February 2022
Jane Thomas, Director of SWCCF will chair a contact centre webinar: Six Quick Fixes to Make Your Homeworkers More Productive on Wednesday, 16th March 2022, 12:00 – 1.00pm In this webinar, we’ll discuss how to build team spirit and make your homeworkers more productive: What leadership techniques and activities will help glue
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Sensée expands senior management team as interest in home-based CX Outsourcing builds momentum

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15th December 2021
Hammersmith, London. Sensée, the work-from-home (WFH) and hybrid workplace specialist, is pleased to announce several senior appointments in response to a significant growth in demand for WFH Customer Experience (CX) Outsourcing in 2021. Simon Hunter has joined the company as Chief Commercial Officer. Simon is an experienced sales and marketing leader
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Download: The Good CX Guide – helpful for planning 2022

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12th November 2021
From PremierCX… Thanks for your interest in downloading the Good CX Guide, a collection of 11 articles on the topic of caller experience, packed with practical, best practice advice for contact centre professionals.
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Complaints at an all-time high – here’s what to do about them

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1st November 2021
Customer satisfaction is intrinsically linked to strong business performance. In today’s world, customers have more power than ever and are able to share their experience with your business in a variety of ways – from online reviews to social media and beyond. This is great, if they’re talking about your
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How to serve vulnerable customers

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1st November 2021
In a recent survey, the Financial Conduct Authority (FCA) warned that 28 million adults in the UK were now deemed “vulnerable”. If you take payments for client businesses, or collect debts, this is a hugely important finding. The FCA recently widened its definition of a vulnerable customer. While it includes
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One in five firms admit to using secret spy software

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1st November 2021
Remote working has presented various challenges over the past 18 months. From adapting to working alone, to trying to create a work life balance when your workspace is suddenly in your living room. For managers, it’s also presented new challenges in terms of how to manage a workforce remotely, keeping
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UK businesses have been slow to move back to the office says new poll

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1st November 2021
Hammersmith, London. A poll conducted by online contact centre and customer service magazine Call Centre Helper and home and hybrid working specialist Sensée, reveals that UK businesses have been slow to move back to the office post lockdown. It also indicates that a single clear model for optimising hybrid (home/office) working has yet
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