Jan 20, 2021

Overhauling the Contact Centre in the UK

The impact of COVID-19 on the marketplace has been significant for everyone, from business leaders, to call centre operators. Companies...

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Jan 13, 2021

Phoning contact centres has replaced face-to-face

For two in five UK consumers, the telephone has replaced face-to-face interactions during the pandemic 41% of UK consumers say phoning...

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Jan 6, 2021

Planning for the unknown

How prepared are you for potential disasters? Do you have a workable disaster plan? If, so, has it been tested? A contact centre outage...

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Dec 16, 2020

What are the hallmarks of a successful call centre manager?

It’s no secret that call centre managers have an inherently tough job; between managing a team of agents and juggling a plethora of...

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Dec 9, 2020

16 key customer service skills

While delivering consistently good customer service requires work and alignment across your entire organization, a good place to start is...

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Dec 1, 2020

What is Call Centre Training?

A cornerstone of XL Marketing’s success has been the strong emphasis on training and agent engagement. We believe that call centre...

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Nov 27, 2020

Government Guidance for Contact Centres during the COVID-19 Pandemic

The Government has produced a Guidance document for UK contact centres to understand how to work safely during the COVID-19 pandemic,...

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Nov 27, 2020

NICE named a Leader in Intelligent Authentication and Fraud Prevention

Opus Research has, for the second year in a row, recognised NICE for its Fraud Prevention and Real-Time Authentication (RTA) solutions....

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Nov 27, 2020

Lockdown has been good for business

Call centres are booming in lockdown as they help companies deal with an unprecedented number of calls. British call centres now employ...

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Lead Generation, Telemarketing, Outsourcing Experts in North West of England