Latest Posts

Digital Transformation and Customer Services

Wednesday, August 21st, 2019

With global technology evolving so fast, the ongoing digital transformation of our daily lives shows no sign of relenting.  Examples include watches that regularly track every heartbeat and step that we make, the once humble refrigerator that can now be programmed to order food, and, with the power of social media, headline news that breaks […]

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Does Your Business Need a Virtual Receptionist? 

Monday, July 22nd, 2019

Running a business can often mean there is little margin for error. More specifically, making the wrong staffing decision can sometimes have a profound effect on profitability and in more severe cases, on a business’s long-term plans. Whilst employing enough in-house staff to cover peak times often has its advantages, sometimes the cost of doing […]

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Personalising the Customer Experience

Friday, June 21st, 2019

Personalising customer services can benefit businesses as well as their customers.  Indications are that few companies do as much as they could in this arena, and that being so, there is an opportunity for some more informed businesses to benefit from the increased levels of customer satisfaction that can flow from a more efficient customer […]

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The Rise and Rise of Customer Expectations!

Friday, May 17th, 2019

There is no escaping the fact that whatever the size of a business, its customers are always right! With everything now instantly communicated, being shared and commented upon through an ever-expanding landscape of social networks, callers to inbound call centres (be they in house or externally based like us here at mplcontact Sutton Coldfield) are […]

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Why use a Call Centre?

Thursday, April 18th, 2019

There are many reasons why businesses choose to use the services of a professional inbound call centre.   It may be that as call volume grows, say as a result of continued success in the market place, it has become increasingly impossible to provide a top-quality customer services offering. For example, callers now expect to […]

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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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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