Crisis Management in Customer Service: A Guide to Excellence Through Strategic Support The Critical Nature of Crisis Management Brand reputation hangs by a thread during customer service crises. Research shows that 89% of customers switch…
Reducing Customer Service Costs Without Compromising Quality Understanding Current Customer Service Expenditure The path to reducing customer service costs starts with a thorough analysis of existing expenditure. Our manufacturing client discovered their annual customer service…
Managing Call Centre Retention and Recruitment: A Comprehensive Guide The Current Landscape of Call Centre Staffing British call centres face unprecedented staffing challenges, with turnover rates hovering around 26% – significantly higher than most industries….
The Rise of Strategic Customer Service Partners: A Market Analysis Market Evolution and Growth Trends British businesses face mounting pressures to deliver outstanding customer service whilst managing operational costs. Research from McKinsey shows that companies…
The Art of Onboarding: Creating Stellar Support Teams Laying the Groundwork: Week One Building a robust customer support team starts with meticulous training. Through our structured programme, new team members receive comprehensive guidance covering vital…
The £3.7 trillion figure looming over global businesses due to customer service failures represents a staggering wake-up call for organisations worldwide. British companies alone forfeit £37 billion yearly through subpar customer service experiences, highlighting an…
Understanding Fixed-Cost Support: A Financial Revolution Fixed-cost customer support represents a radical shift from traditional pay-per-minute models. When our client Sarah’s e-commerce business faced unpredictable support costs, switching to a fixed-cost model through an outsourced…
The Shifting Landscape of Modern Customer Support Customer support has undergone remarkable changes over the past decade. Gone are the days when businesses relied solely on telephone operators working from centralised offices. Our company noticed…
Omnichannel Customer Support: The Modern Business Essential Understanding Modern Customer Support Evolution Customer support has radically changed from the days of single telephone lines and basic email systems. British businesses have discovered that customers expect…
The crucial distinction between customer service and customer support continues to perplex many organisations, despite their fundamental role in business success. When Sarah, one of our British retail partners, approached us about restructuring her customer-facing…
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