Latest Posts

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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Need more hours in the day? Call Handling Solutions could be the answer…

Monday, February 19th, 2018

For an expanding small business, a constant flow of incoming phone calls can sometimes represent a double-edged sword. They can bring the prospect of new business, but at the same time they can present a challenge to the limited resources a lean and efficient company has available. For a business negotiating the fine line between […]

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Customer Engagement Management

Monday, January 15th, 2018

In the business world where transactions are conducted directly between a company and consumers who are the end-users of its products or services (otherwise known as “B2C”), customer satisfaction is everything. Allowing your customer to connect with your organisation over the largest possible array of communication channels is of paramount importance. With the proliferation of […]

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’Tis the season to be jolly; well, hopefully!

Tuesday, December 12th, 2017

For some, this time of year might be regarded as ‘the season to be jolly’, but for others, particularly when things don’t quite to go plan, it can result in frustration directed at a business’s customer services department. With all that in mind, we set out below some strategies that might prove helpful should any […]

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Could a Virtual Reception be the answer?

Wednesday, November 15th, 2017

A virtual reception can provide so much more than just telephone answering and message taking and that is where an inbound contact centre such as mplcontact Sutton Coldfield can add real value. Whatever the size of your business, be it a multinational corporation or a sole trader, having a flexible trusted virtual team ready to go […]

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Call Centres vs Contact Centres

Tuesday, October 17th, 2017

Are call centres and business contact centres essentially the same thing? There can be inherent similarities, but there are often very significant differences too, in that whilst outsourced contact centres operate as inbound call centres, they are further adapted to make the best use of our digital age. Furthermore, whereas some call centres rely mainly […]

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Have you fully “winter proofed” your business?

Thursday, September 14th, 2017

As Summer fades and the news is full of reports of adverse weather conditions, here at mplcontact Sutton Coldfield, we believe it may be time for business owners to look beyond Autumn and turn their attention to the forthcoming Winter period. Winter tends to bring with it a unique set of human resource challenges for […]

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Six Ways to Keep Your Customers

Monday, August 14th, 2017

In many ways, the relationship a business has with its customers is subject to a very familiar set of rules! There are often highs and lows, mistakes are sometimes made, some easily forgiven and others that when compounded might trigger a break point. And then of course, it’s often how those mistakes are rectified that […]

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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