Latest Posts

Customer Services in 2019

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 […]

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Time for the festive frenzy?

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 […]

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Telephone answering – showing a more “human” side…

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 […]

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Considering an in-house contact centre?

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 […]

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Why just meet expectations when you could exceed them?

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 […]

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Multichannel v Omnichannel

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 […]

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The telephone call, a constant in an ever-changing world…

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, […]

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Artificial Intelligence and the Contact Centre

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 […]

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The Time is Right for Outsourcing Contact Centre Services

Monday, April 23rd, 2018

In recent years, there has been explosive growth in outsourcing contact centre services. With the possibility of significant cost savings, on demand scaling plus seamless integration with innovative technologies (as and when they become mainstream), it’s easy to see why this has happened. In short, the outsourcing of customer services and associated operations that are […]

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Why do your customers call you?

Monday, March 19th, 2018

Some internal customer services departments and contact centres often seem to operate in a perpetual ‘firefighting’ mode. Where a business is constantly experiencing one operational crisis after another, it can make it very difficult to identify underlying themes or even why some customers are calling repeatedly. As such, it is vitally important to analyse the […]

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Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society