The Benefits of outsourcing B2B marketing to XL Marketing Ltd
In the ever-evolving landscape of business-to-business (B2B) marketing, companies are constantly seeking innovative ways to stay ahead of...
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Jan 31, 2023
The key factors that give excellent customer service
The Covid pandemic gave an exponential boost to online customer service and indications are that the trend for online and telephone...
Dec 20, 2022
Contact centre agents: the unsung heros
Contact centre agents were among the unsung heroes of the COVID-19 pandemic, keeping the bridges between businesses and the public strong...
Dec 6, 2022
How to combat rising customer impatience
“Of human virtues, patience is most great.” That statement has been attributed to Cato the Elder, the first-century B.C. Roman historian....
Nov 22, 2022
What is Lead Generation?
Lead generation is the process of generating enquiries based on consumer interest for a product or service ultimately leading to sales....
Nov 4, 2022
Inbound vs outbound call centres: What’s the difference?
In a world of chatbots and email, you might think that shoppers today rarely call businesses. The opposite is true. According to The...
Oct 11, 2022
The most difficult customer support challenges
Customer support is vital across most businesses and sectors. And while it’s often a case of things running smoothly, there will be times...
Sep 27, 2022
Talking to the person next door
SVL Account Director Anne Holmes discusses the globalisation of the Contact Centre Industry and benefits of redistributing these calls to...
Sep 13, 2022
Chatbots are still frustrating customers
Automated customer communication is the future of customer service. There is no swerving it. Instead, many companies are hurtling towards...
Sep 6, 2022
How to deliver excellent customer experiences on social media
“Be where your customers are” is perhaps the first rule of customer experience. And where are customers? On social media. Indeed, the...
Jul 19, 2022
10 Proven Ways to Increase Customer Retention Rate
Last week we discussed how to calculate your Customer Retention Rate, this week we look at how that rate can be improved. 1. Improve the...
Jul 12, 2022
How to Calculate Customer Retention Rate?
Have you ever wondered how many customers come back and use your services or buy your products? This metric is called customer retention...
May 31, 2022
CCMA research: self-service satisfaction is sinking
Customers are less happy to self-service complaints, refund queries, and routine servicing than in 2021 A new study commissioned by the...
May 24, 2022
Choosing the Right CCaaS Vendor in 2022
Following the pandemic, companies have discovered just how valuable the right cloud environment can be. Cloud solutions offer exceptional...
May 3, 2022
Winning Customer Loyalty
Winning customer loyalty is essential for any business, and in a call center environment, it is no different. Call centers play a crucial...
Mar 1, 2022
The all Important Customer service survey - Your Guide
Creating a customer service survey is an effective way to gather feedback and improve the customer experience. Here are some tips for...
Jan 25, 2022
Average Talk Time in Lead Generation
Call center average talk time, also known as average handle time (AHT), is a measure of how long agents spend on each call. This metric...
Nov 9, 2021
Less than 30% of businesses prioritise full customer journey
A new study has revealed less than 30% of businesses are prioritising the customer journey from start to end. The same report, from...
Oct 19, 2021
Poor service impacts consumer brand loyalty
AI automated contact centre company Replicant has released the results of a new survey into customer service. Based on an online survey...
Oct 12, 2021
Talkdesk finds hold time soared to 71% Post-COVID
Talkdesk has released findings of a new report that has given a fascinating insight into contact centre metrics, with the average talk...
Lead Generation, Telemarketing, Outsourcing Experts in North West of England
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