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There are many benefits to outsourced customer service, from taking the weight off the shoulders of in-house operations, to leaving the telephone answering service function in the hands of the experts. But how can you tell the pros from the amateurs? What are the hallmarks of customer service experts, based...

Working in a first line IT support position and dealing with high volumes of calls or unsatisfied customers can be mentally and physically demanding. Top tricks to avoid call fatigue Here are some top tips to help you give the best service possible even if you’re feeling at your worst: Try...

The statistics indicate that retaining customers can be up to 7 times cheaper than attracting new ones. A key way to retain customers is by ensuring you provide an expert level of service to your customers' needs and requests. Outsourcing your customer service function to an efficient call centre can...

Many medical practices are turning to live answering services to improve their client support and boost business growth. Whether you run a small, local clinic or a large healthcare practice, you could reap the benefits provided by using a live messaging service. A personalised service, 24 hours, 7 days a...

Great communication is a contact centre agent’s most useful tool and the best agents have the knack of quickly establishing a good relationship with their customer. If you struggle to build a quick rapport, the outcome of any conversation is not likely to be the one you are hoping for. Building...

When someone dies, it’s a difficult and upsetting time for family members, and sorting out funeral arrangements is at the top of the grieving relatives to-do list. This can cause problems if the death occurs during the holiday season, outside of office hours, or if you are abroad in a...