Tuesday, February 19th, 2019
According to a recent study, it is suggested that customer experience may become the key brand differentiator in the very near future. A great customer journey has always been a key element in most purchasing decisions, but the realisation that a customer’s buying experience is so intrinsically linked to a successful outcome may mean that […]
More »Wednesday, January 23rd, 2019
Sometimes, in order to truly understand the pros and cons of the customer journey, a business may need to step away from daily firefighting and revisit the bigger picture. By reviewing the feedback and data generated from both customers and agents alike, a customer journey map which more accurately reflects the experience of dealing with […]
More »Wednesday, December 12th, 2018
As the festive season approaches and we say goodbye to 2018, it may be appropriate to take a look at what the year ahead may bring. Mobile phones and tablets will remain at the heart of the vast majority of customer services interactions, and many more companies are therefore likely to focus on the development […]
More »Thursday, November 22nd, 2018
The festive period is officially on its way! For many businesses and retailers, the next few months could be “make or break”. With that in mind, it’s important to ensure that an amazing customer service experience remains synonymous with any business offering going forward. Whilst December may be one of the few times of the […]
More »Thursday, October 18th, 2018
We’ve all been there. You place a call to a customer service department and the person on the other end of the phone seems disinterested and lacking in any empathy whatsoever. Not a great start! The problem is that simply reading from a pre-prepared script can often make a call handler seem detached, even lacking any […]
More »Monday, September 17th, 2018
As with any major business decision, the installation of an in-house contact centre requires a great deal of forethought and detailed planning. Having mapped out who will be accessing it and what communication channels will be involved, an in-house facility will of course require a physical presence. Is there room for this facility within the […]
More »Monday, August 20th, 2018
Most business owners would hopefully agree that whilst it is essential to strive to meet customer expectations, going that “extra mile” can really pay off. Taking those extra few moments and thinking outside the box to provide an innovative solution that doesn’t necessarily meet company policy, or even just following up can be the difference […]
More »Monday, July 23rd, 2018
Millenials are arguably the first generation to have experienced long-term mainstream use of web and mobile communications. Consequently, they have been quick to adopt new channels as and when they appear, effortlessly switching between voice, web, and mobile as appropriate. The use of online services and the ease with which alternatives can be quickly and […]
More »Monday, June 18th, 2018
From the spoken word to the handwritten letter, via the typewriter, the word-processing machine, the personal computer, the printer, and all the way through to email, social media and online messaging services, the way we keep in touch for both business and pleasure is always evolving. And of course, the telephone (in all its forms, […]
More »Monday, May 14th, 2018
A few years ago, the phrase artificial intelligence (“AI”) conjured up thoughts of sci-fi movies where futuristic ‘humanoids’ abound. Whilst realistic human like robotic companions may be some way off, artificial intelligence itself on the other hand, is now very much part of everyday life. For example, you may have recently uttered the words “Hey […]
More »Find out what mplcontact can do for YOUR business.
- Call Handling
- Call Centre Services
- Call Out and Critical Response
- Telephone Answering
Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.