The Call Centre Clinic

Vivobarefoot Announces New Digital Customer Experience Partnership With Arvato To Support Global Expansion

Global natural health and footwear brand VIVOBAREFOOT has partnered with Arvato CRM Solutions to deliver customer experience for its consumers and to support its growth in the UK and overseas. The three-year partnership – which has the option for a two-year extension – will see Arvato support both VIVOBAREFOOT’s core retail business and its ReVivo service, which refurbishes, reconditions and recycles worn VIVOBAREFOOT shoes.

Read More »

Ascensos Continues International Expansion With New Caribbean Base

Ascensos, a leading, independent, customer service provider which is headquartered in Scotland, is continuing its international expansion with the announcement of a new base in Trinidad and Tobago. Launching in June 2023, the new operation in Trinidad and Tobago’s Capital – Port of Spain – will create 100 jobs initially, growing to 300 positions in its first three years.

Read More »

Automation for the Contact Centre – What, Why, Where and How

For the next edition of our Tech editorial series, we will focus on all things ‘Automation’ for your Contact Centre – What is it? Why does it exist? Where does it go? And how do you know if you would benefit from it? We hear from our tech expert, James Connors (Quetzel), about his perspective on this topic.

Read More »

UK Market Outlook for 2023

For my first article as tech expert for the Customer Experience Foundation, I want to share my opinions and views of the state of the UK Contact Centre and CX industry in 2023 : both good and bad.

Read More »

Global CX Provider with Award-Winning Company Culture to Launch Operations in Egypt and Poland, Creating Thousands of New Hybrid Jobs

Alorica Inc has announced its expansion plans into Africa and Europe through the launch of its operations in Cairo, Egypt and Łódź, Poland. As one of the largest BPOs globally with 100,000 employees across 17 countries and 24 years of CX experience – Alorica continues to scale and diversify its best-in-class workforce, now with a presence in these new markets. Setting up operations in Egypt and Poland further enables the digital CX company to meet the growing expectations of multinational companies to deliver industry-leading business outcomes including multilingual customer care, revenue generation, content management & content moderation, tech support and CX consulting. Alorica plans to open for business in both countries during second quarter of this year.

Read More »

ChatLingual and Quantanite Join Forces to Enable Fast-Growing Companies to Deliver Multilingual Customer Support

ChatLingual, provider of the world’s most comprehensible multilingual messaging platform, have united with Quantanite, a Customer Experience and Digital Outsourcing solutions provider for the world’s fastest growing brands. ChatLingual will complement Quantanite’s CX and Digital Outsourcing offerings with their multilingual customer support operations, providing simple and more delightful customer and agent experiences in every language.

Read More »

Microsoft Move into CCaaS Market (Part 2)

For the second part of our new editorial series we dig deeper into the Microsoft’s announced that they are entering the Global CCaaS market. This week we talk to Christopher Sly (Digital Expert at HGS UK) and Iain Banks (CEO at Ventrica) for their views and opinions on the effect this move will have, both on the market and the competition.

Read More »

Microsoft Move into CCaaS Market (Part 1)

This summer, Microsoft announced they were entering the Global CCaaS market, and in doing so, are taking on established global cloud communication vendors and global business platforms. In this Editorial, we speak to Technology experts, Resellers, Vendors, and Users, and gather a range of views and opinions from across the Industry on the effect this move will have, both on the market, the competition, and possible or likely responses, where they may go with the technology, costs and pricing, and what this all means for the clients and their customers.

Read More »

5 Shocking Things Even Big Brands Are Failing At

If you are a smaller contact centre it is quite normal to sigh wistfully at the bigger centres and wish you had their budgets for technology and resources.

In our latest guest editorial by Carolyn Blunt (Growth & Client Success Director at Davies Learning Solutions) she talks about 5 shocking things she has noticed that even some big centres are not getting right!

Read More »

Building Rapport : The Cheat Sheet

Rapport means showing friendliness, warmth and common ground and interest. Avoid the Tumbleweed. This is when the customer makes a joke or a little comment and it is ignored. There is usually an awkward, brief silence before the call moves on. Listening to it back you can almost feel that cold wind and see the tumbleweed rolling by as a sinister bell chimes in the background.

Read More »

Using Gamification to increase Contact Centre Engagement

For contact centre managers, one of the biggest challenges is keeping staff motivated and engaged while still maintaining call centre metrics and efficiency. Often people see these two things as polar opposites pulling in different directions, thinking you can’t be meeting metrics and targets and remain motivated, or that efficiency comes at the cost of employee engagement. For managers it takes a lot of work to find the balance. Can gamification provide the tools to achieve this more easily?

Read More »

Food For Thought

Just Eat announced about recently they were bringing their contact centre back to the UK from offshore / nearshore, but also bringing it back in house after outsourcing it for many years. In this Editorial we explore this further, with a range of views and opinions, both from those in the BPO sector and in house operations, and those with UK and offshore operations.

Read More »

Together in Electric Dreams : Part 3

Here in the final part of our Launch Editorial, we look closer at the acquisition in the Telecoms and CCaaS space of Five9 by Zoom. Zoom experienced a fivefold growth in 2020 for obvious reasons. With its growth at a more reasonable rate of 7.3% in 2021, it has also encouraged investment opportunities. We speak the big players and voices in the sector and gather their views and opinions on the effect this consolidation will have, both on the market, the technology, the clients, the people, and of course, the customers.

Read More »

Together in Electric Dreams : Part 1

We have seen a lot of merger and acquisition activity in our sector this summer. In this our Launch Editorial, we speak with the big players and voices in the industry and gather a range of views and opinions on the effect this consolidation will have, both on the market, the technology, the clients, the people, and of course, the customers.

Read More »

The Rebirth of The Contact Centre: Contact Centre As A Service (CCaaS)

At a recent GSA virtual event a panel of leading industry speakers and CX experts including myself and Tony Chambers, Head of Digital at TTEC EMEA discussed the concept of ‘Contact Centre as a Service’ (CCaaS). So, what is CCaaS? Contact Centre as a Service is a software deployment model that enables companies to only purchase the technology they need and is commonly operated by a vendor to reduce IT, integration, and support costs.

Read More »

Vivobarefoot Announces New Digital Customer Experience Partnership With Arvato To Support Global Expansion

Global natural health and footwear brand VIVOBAREFOOT has partnered with Arvato CRM Solutions to deliver customer experience for its consumers and to support its growth in the UK and overseas. The three-year partnership – which has the option for a two-year extension – will see Arvato support both VIVOBAREFOOT’s core retail business and its ReVivo service, which refurbishes, reconditions and recycles worn VIVOBAREFOOT shoes.

Read More »

Ascensos Continues International Expansion With New Caribbean Base

Ascensos, a leading, independent, customer service provider which is headquartered in Scotland, is continuing its international expansion with the announcement of a new base in Trinidad and Tobago. Launching in June 2023, the new operation in Trinidad and Tobago’s Capital – Port of Spain – will create 100 jobs initially, growing to 300 positions in its first three years.

Read More »

Automation for the Contact Centre – What, Why, Where and How

For the next edition of our Tech editorial series, we will focus on all things ‘Automation’ for your Contact Centre – What is it? Why does it exist? Where does it go? And how do you know if you would benefit from it? We hear from our tech expert, James Connors (Quetzel), about his perspective on this topic.

Read More »

UK Market Outlook for 2023

For my first article as tech expert for the Customer Experience Foundation, I want to share my opinions and views of the state of the UK Contact Centre and CX industry in 2023 : both good and bad.

Read More »

Global CX Provider with Award-Winning Company Culture to Launch Operations in Egypt and Poland, Creating Thousands of New Hybrid Jobs

Alorica Inc has announced its expansion plans into Africa and Europe through the launch of its operations in Cairo, Egypt and Łódź, Poland. As one of the largest BPOs globally with 100,000 employees across 17 countries and 24 years of CX experience – Alorica continues to scale and diversify its best-in-class workforce, now with a presence in these new markets. Setting up operations in Egypt and Poland further enables the digital CX company to meet the growing expectations of multinational companies to deliver industry-leading business outcomes including multilingual customer care, revenue generation, content management & content moderation, tech support and CX consulting. Alorica plans to open for business in both countries during second quarter of this year.

Read More »

ChatLingual and Quantanite Join Forces to Enable Fast-Growing Companies to Deliver Multilingual Customer Support

ChatLingual, provider of the world’s most comprehensible multilingual messaging platform, have united with Quantanite, a Customer Experience and Digital Outsourcing solutions provider for the world’s fastest growing brands. ChatLingual will complement Quantanite’s CX and Digital Outsourcing offerings with their multilingual customer support operations, providing simple and more delightful customer and agent experiences in every language.

Read More »

Microsoft Move into CCaaS Market (Part 2)

For the second part of our new editorial series we dig deeper into the Microsoft’s announced that they are entering the Global CCaaS market. This week we talk to Christopher Sly (Digital Expert at HGS UK) and Iain Banks (CEO at Ventrica) for their views and opinions on the effect this move will have, both on the market and the competition.

Read More »

Microsoft Move into CCaaS Market (Part 1)

This summer, Microsoft announced they were entering the Global CCaaS market, and in doing so, are taking on established global cloud communication vendors and global business platforms. In this Editorial, we speak to Technology experts, Resellers, Vendors, and Users, and gather a range of views and opinions from across the Industry on the effect this move will have, both on the market, the competition, and possible or likely responses, where they may go with the technology, costs and pricing, and what this all means for the clients and their customers.

Read More »

5 Shocking Things Even Big Brands Are Failing At

If you are a smaller contact centre it is quite normal to sigh wistfully at the bigger centres and wish you had their budgets for technology and resources.

In our latest guest editorial by Carolyn Blunt (Growth & Client Success Director at Davies Learning Solutions) she talks about 5 shocking things she has noticed that even some big centres are not getting right!

Read More »

Building Rapport : The Cheat Sheet

Rapport means showing friendliness, warmth and common ground and interest. Avoid the Tumbleweed. This is when the customer makes a joke or a little comment and it is ignored. There is usually an awkward, brief silence before the call moves on. Listening to it back you can almost feel that cold wind and see the tumbleweed rolling by as a sinister bell chimes in the background.

Read More »

Using Gamification to increase Contact Centre Engagement

For contact centre managers, one of the biggest challenges is keeping staff motivated and engaged while still maintaining call centre metrics and efficiency. Often people see these two things as polar opposites pulling in different directions, thinking you can’t be meeting metrics and targets and remain motivated, or that efficiency comes at the cost of employee engagement. For managers it takes a lot of work to find the balance. Can gamification provide the tools to achieve this more easily?

Read More »

Food For Thought

Just Eat announced about recently they were bringing their contact centre back to the UK from offshore / nearshore, but also bringing it back in house after outsourcing it for many years. In this Editorial we explore this further, with a range of views and opinions, both from those in the BPO sector and in house operations, and those with UK and offshore operations.

Read More »

Together in Electric Dreams : Part 3

Here in the final part of our Launch Editorial, we look closer at the acquisition in the Telecoms and CCaaS space of Five9 by Zoom. Zoom experienced a fivefold growth in 2020 for obvious reasons. With its growth at a more reasonable rate of 7.3% in 2021, it has also encouraged investment opportunities. We speak the big players and voices in the sector and gather their views and opinions on the effect this consolidation will have, both on the market, the technology, the clients, the people, and of course, the customers.

Read More »

Together in Electric Dreams : Part 1

We have seen a lot of merger and acquisition activity in our sector this summer. In this our Launch Editorial, we speak with the big players and voices in the industry and gather a range of views and opinions on the effect this consolidation will have, both on the market, the technology, the clients, the people, and of course, the customers.

Read More »