Sports coaches talk about marginal gains, and how lots of small changes can add up to the difference between winning and losing in a tight contest. But if Gareth Southgate found a new strategy that would boost his team’s performance by 200-300%, he’d jump at…

Forget the days gone by when basic dialling software was abused by scrupulous PPI companies. Outbound dialling software powers some of the most advanced and intelligent communication processes for organisations of all sizes. Download our short outbound dialler guide to discover: What are outbound diallers?…

Remote working has presented various challenges over the past 18 months. From adapting to working alone, to trying to create a work life balance when your workspace is suddenly in your living room. For managers, it’s also presented new challenges in terms of how to…

In a recent survey, the Financial Conduct Authority (FCA) warned that 28 million adults in the UK were now deemed “vulnerable”. If you take payments for client businesses, or collect debts, this is a hugely important finding. The FCA recently widened its definition of a…

A few years ago, IVRs (Interactive voice response) were not much loved by consumers, and even today, poorly implemented systems can leave callers fuming on the other end of the phone. But as customers have got more used to talking to technology (think Alexa, Google…

Customer satisfaction is intrinsically linked to strong business performance. In today’s world, customers have more power than ever and are able to share their experience with your business in a variety of ways – from online reviews to social media and beyond. This is great,…

Since March 2020, how many times have you heard ‘due to Covid, we can’t do x, y and z’ or ‘there’s a delay due to Covid’? More than a handful, we bet, and over a year on, the excuse is starting to wear thin. Whilst Covid and its restrictions have seriously impacted people and businesses, UK consumers are fed up…

Not feeling as sharp as you were back in early 2020? You’re not alone. ‘Pandemic brain’ is affecting our productivity and ability to concentrate at work, and it doesn’t seem to be going away even with the easing of restrictions. Just a few weeks ago…

We don’t mean to offend but you’re probably a bit of a liar. We’re not singling you out though: most of us tell a whopper or two every now and then. But in this case, we’re not talking about covering up the fact that you…

Financial services call centres provide an important touchpoint for customers, including those who can’t make it into a physical bank branch, and those who prefer to speak to a real person rather than banking via a website or smartphone app. During the Coronavirus pandemic, telephone…