As more businesses see their levels of trade return to something close to normal, there are still challenges in public-facing roles like customer service, where it will be difficult to offer in-person support to the same extent for the foreseeable future. However, customers’ willingness to…

MaxContact were selected for their true cloud elastic scalable offerings, secure remote homeworker connectivity and flexible contracts. MaxContact have announced that they have moved four UK contact centres amassing to nearly 2,500 contact center agents to work remotely from home using the MaxContact platform, in…

Streamlined call centre operations are the watchword for the second half of 2020 and beyond, as industries and economies return to higher levels of activity. In recent weeks we’ve looked at the ways cloud contact centres can allow you to operate remotely, with more staff…

One of the main lessons for businesses from the events of 2020 is the value of flexibility and preparedness, and that applies as much to contact centres as any other business environment. While many business interruptions are isolated events – a fire or flood, or…

The past few years has seen a seismic shift in the way that organisations deal with their customers. Customer Service has become Customer Experience and done right it can propel businesses ahead of their competition whilst mistakes can be incredibly costly. As digital natives continue…

With the majority of our client base now working at least partly remotely and all of our new business inquiries coming from companies looking to do the same I have put together my 5 top tips for people wanting to run a contact centre remotely….

With the world currently entering a period of lockdown, many businesses are worrying about how they are able to continue trading if everyone has to stay at home.  With contact centres already considered high risk environments for infection we are speaking to a lot of…

Given events of the last few weeks, many businesses have found themselves in the very uncomfortable position of having to ask their staff to work from home for the first time. Once the immediate impact of the Corona Virus is over and the smoke begins…

The COVID-19 pandemic is first and foremost a human crisis, but there will also be a very substantial negative impact on the economy, and businesses for the foreseeable future. From schools shutting down to a ban on public gatherings of more than 2 people, no…

The Ofcom regulations have been around a long time, and they have gone through numerous iterations and changes over the years, we have noticed that has started causing a lot of confusion around what are the current regulations. Indeed, some of the older regulations are…