Posts by Steve Fitzgerald

call queue management

Call queue management methods to reduce average wait time

October 14th, 2021 Posted by Contact Centre Management

Consumers are increasingly frustrated with the time spent waiting in call centres queues. Read our 7 tips for reducing waiting times.

Supporting customers through customer service changes

6 Ways to help customers adapt to customer service changes

July 15th, 2021 Posted by Customer Experience

Careful change management applies as much to your customers as it does to your staff. Here’s why.

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What’s your CX Maturity level?

June 25th, 2021 Posted by Customer Experience

How does your customer experience maturity level match up against others in your industry? A CX Maturity Model is the answer.

Prepare now for the future of customer service

Preparing for the Future of Customer Service

June 11th, 2021 Posted by Customer Experience

Getting your business ready now to embrace the customer service trends of the future is your key to success. Here’s how.

When to invest in contact centre software

Do you need contact centre software if you’re not a call centre?

May 28th, 2021 Posted by Technology

Organisations of various sizes and types can benefit from contact centre software, not just call centres. Here’s how to know if it’s right for you.

Upskilling customer service staff

Upskilling customer service staff for complex enquiries

May 14th, 2021 Posted by Workforce Management

With the rise in self-service, customers are reserving complex queries for the phone, which means staff need more training.

Work from Home Report

Premier Contact Point’s “Work from Home” Report

April 30th, 2021 Posted by Workforce Management

If working from home is now the norm, what can organisations do to maintain customer service levels with remotely located staff?

Vulnerable Customers

Tips for dealing with distressed & vulnerable customers

April 16th, 2021 Posted by Customer Experience

Helping vulnerable customers isn’t easy, but it’s an essential skill for customer service staff.