With a renewed focus on customer satisfaction and attrition rates on the rise, there has never been a more important time to recruit the right agents.

But how do we find people that have got the ‘right stuff’? One of our readers, Customer Service Director - Kevin Stillwell provides a few pointers. (read more…)

A call centre wallboard (or LCD/ plasma display) is fairly inexpensive.  You can buy a display for as little as £1,000.

But before you invest that money, there are some questions you should first consider.    (read more…)

A new rival to the Top 50 Call Centres for Customer Service has already signed up five new clients, including the DVLA Contact Centre in Swansea.

The service is called Right First Time Contact Centre. (read more…)

Two employees from the Kent Police Force Communications Centre (FCC) have been presented with awards at the Mid Kent Area Commander’s Awards ceremony. (read more…)

Next week, the Professional Planning Forum, is celebrating it’s 10th Birthday. (read more…)

Sports Relief takes place this weekend and many call centres will once again be involved in the fundraising.

Read on to find out how beCogent, Conduit, EDF Energy and Mondial Assistance are supporting the event.

Don’t forget to send in your photos and stories … (read more…)

Despite 78% of contact centres using wipes for health & safety, studies show that alcohol products offer poor or ineffective protection against the transmission of infections. (read more…)

Acas, the Advisory, Conciliation and Arbitration Service, has upgraded its helpline system in response to new Government measures to facilitate the earlier resolution of disputes in the workplace and offer a higher standard of care to customers. (read more…)

Recent industry analyst studies have recognised Verint Witness Actionable Solutions as a leader across a range of categories. (read more…)

Emirates Airline announced the creation of 60 new jobs as it celebrated the 10th anniversary of its fast-growing contact centre. (read more…)