Why Use Contact Centre Services for Your Business

If you think about contact centres, you may be picturing a massive operation with thousands of agents in anonymous little cubicles. While it is true that large companies may have a need for something that size, even a smaller company can benefit from using a team dedicated to communicating with customers. Continue reading

Top Reasons to Use Chat in Contact Centres

Ahead of social media, emails and mobile Apps, chat is the fastest growing communication channel in contact centres. Immediate and more personal, it gives customers instant replies to their questions and is more cost effective for call centres. If you don’t already have agents dedicated to manning chat services, here are the reasons why you should. Continue reading

What to Consider Before Repatriating Contact Centres from Offshore Locations

A decade or so ago was the scene of a great exodus, that of call centres being relocated off shore. Driven by the need to control costs, it provided companies with cheaper labour, although it was sometimes to the detriment of quality. However, there have recently been cases of high-profile corporations, such as British Telecoms, one of the biggest players in telephony in the UK, deciding to bring their contact centres home after customer complaints. Continue reading