Latest Posts

Contact Centre Automation Verses the Human Touch

Wednesday, March 20th, 2019

According to a recent article in the Economist magazine, over 40% of job roles might very well be replaced by machines or other automation within the next 20 years. That being so, what then is likely to be the impact on some service industries? Whilst advances in automation and/or Artificial Intelligence (“AI”) will undoubtedly lead […]

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Customer Experience – The Key To Brand Success?

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 […]

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Mapping the customer journey

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 […]

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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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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