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....
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Nov 15, 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...
Nov 8, 2022
Calls not answered and annoying ‘on hold’ music are top customer phone gripes
A new survey shows that companies still aren’t answering their phones, messages aren’t being passed on, phone numbers aren’t being listed...
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 18, 2022
5 ways contact centre managers are adapting to remote work
Want to retain your agents? What about attracting new ones for your open positions? While these might be rhetorical questions, our...
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...
Oct 4, 2022
Phone calls remain the strongest contact centre tool
Phone calls remain strongest Customer service tool in the contact centre research from Salesforce suggests People still prefer phone...
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 20, 2022
Twilio Lays Off 11 Percent of Its Workforce
Twilio will lay off approximately 11 percent of its staff, CEO Jeff Lawson announced in a message to Twilio employees, joining the likes...
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...
Aug 23, 2022
Six trends that are transforming the contact centre industry
Contact centres have witnessed an extraordinary period of transformation and innovation in the past six months. COVID-19 was the...
Aug 9, 2022
The Three Keys to Engaging Employees
Purpose – Do you work because you value the impact that your work has? If the outcome of our work meets our personal values, we’ll be...
Jul 26, 2022
Web Development in the next Dimension at XL
Design on the web is continuously evolving. From boxy, grey buttons to parallax scrolling, there are many various trends that have come...
Jul 26, 2022
5 ways to unlock unstructured conversation data
According to IDG research, 80% of data will be unstructured by 2025. These predictions open endless possibilities for leveraging...
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...
Jun 28, 2022
Zoom launches a new framework for hybrid working
Today marks the release of Zoom One, a new framework that aims to connect the enterprise with a central communication hub. The hub...
Jun 7, 2022
In-House vs. Outsourced Call Centers
In a world of business engagements, the call centre is an integral part of every company. From handling client calls to promoting sales...
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...
Lead Generation, Telemarketing, Outsourcing Experts in North West of England
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