Blog

As marketers, we need to constantly monitor competitor activity and analyse it. Even substitute competitors can provide a hive of interesting opportunities and threats to respond to. The digital landscape provides us with a host of useful and simple tools to keep on ...

No matter how amazing you are as a call centre manager, you simply can’t succeed without an effective team supporting you and implementing your plans. However, picking a winning team is not always as easy as it sounds, and there are many considerations to take into a...

No matter how large or small your company, no matter what your specialism is, your entire marketing planning and implementation should always be based on your customers. After all, the very essence of marketing is to build relationships with these people, the people you...

So, we now know what phrases to use when dealing with the different types of angry customers in the call centre. But what specific words are central to all of these expressions? Find out below, and if you remember these words, the right statements to use should start...

When it comes to calming angry or irate customers, a skilful use of language by your agents could be very important. Here, we present our analysis of the four main irate customer personality types and our list of suggested phrases for tackling these most difficult of...

It’s simple to throw technology or people at the challenge of managing call-backs in the call centre but it’s far more difficult to manage the process to deliver optimal outcomes. Richard Farrell explains how it can be done. Time to answer is consistently the bigges...