As the UK economy moves slowly out of recession, the attention for many executives is fuelling business growth. And that means making the most of every selling opportunity.

One technique that potentially applies to all of these areas is conversational selling. (read more…)

We have already looked at the Top 25 positive words and phrases so we thought with speech analytics and emotion detection being in the spotlight, we would look at the key words and phrases that customers use to express their dissatisfaction.

This might help with agent training…. (read more…)

With Twitter expected to serve its 10 billionth tweet last week, just 16 of the UK’s top 100 companies are using the social networking site to chat with customers. (read more…)

Demand from UK employers for new workers rose steadily upwards in February. The number of new job opportunities increased by one per cent compared to January, with average salaries up by five per cent. (read more…)

With Wokingham having one of the highest computer literacy rates in the UK, the Council had to consider the innovative ways that they could communicate with their customers. (read more…)

Garlands Call Centres has introduced a series of new training and qualification programmes and signed up to key Government initiatives (read more…)

This free webinar on 25th March at 2pm will show how workforce optimisation, specifically designed for back-office operations, complements existing tools and supports management approaches to optimise people, process and technologies in back-office operations.

Read on for more details and to register … (read more…)

The contact centre is being bombarded by demands for change from every angle. (read more…)

Here we look at how digital evidence management has clear potential to deliver significant cost savings and improved efficiencies with performance and quality gains achievable across the wider Criminal Justice System. (read more…)

The call centre at Britannia Hotels central reservation office regularly holds Theme Days as a way of rewarding the staff for their excellent overall results. Previous days have included ‘A Day at the Movies’, ‘Sparkle/Disco Day’, Coffee & Cakes Day and Halloween Fancy Dress. (read more…)