It’s easy to see staff sickness as an individual’s problem. But doing so serves to hide the root causes of absenteeism – and to mask its true scale and the cost to your organisation. We all know that days off…

Call centres have a bad reputation globally, but not everyone really understands what one is and what goes on behind the scenes. A call centre is an office environment that receives large volumes of phone calls. Many call centres provide…

Providing the highest standard of customer service is crucial to every business’s success. After all, without great customer care, those you target just won’t convert to long-term, loyal customers. Call centre agents are often the first port of call for…

With some 60% of consumers making the decision not to do business with a brand in the face of just one poor customer-care experience, according to the 2016 Microsoft State of Global Customer Service Report, the customer service you offer…

While standard business hours are typically 9 till 5, an increasing number of businesses are now offering 24-hour care to their customers. For product-based businesses in particular, round-the-clock call answering provides a direct route to support, enabling customers to get…