Date: June 11, 2020
Customer experience is just as important as product or service for any brand. As a consumer, if you think of the last time you interacted with a company, you’ll...
Read MoreDate: May 29, 2020
Across the past year, businesses worldwide have been struggling with the effects of COVID-19. During times of crisis, it’s especially important to be transparent when it comes to communicating...
Read MoreDate: May 6, 2020
Do you have a plan for managing customer interactions during an outage? Outage and periods of down-time come in all shapes and sizes, and despite all of your planning,...
Read MoreDate: April 21, 2020
When a brand’s Customer Service Team utilise a number of contact mediums, it’s known as multi-channel customer service/support. Multi-channel support offers a more personalised service, so that the needs...
Read MoreDate: April 7, 2020
In this ever-connected and vocal world, social media customer service is no longer a nice-to-have; it’s a necessity. Your competition have a social media presence, and why? Simply because...
Read MoreDate: April 3, 2020
Congratulations to 2019’s Employee of the Year, Gráinne Corden! Back in February of last year, Gráinne was awarded Employee of the Month for her positive, can-do attitude and her...
Read MoreDate: March 26, 2020
We’ve talked about which phrases to avoid, but what about the ones you should be using? The language you choose to use when speaking to a customer makes a...
Read MoreDate: March 10, 2020
Ammaarah Sidat is a Customer Service Advisor on a busy retail campaign; who, in her spare time, has been doing some fantastic work running the Liverpool arm of the...
Read MoreDate: March 3, 2020
The world of customer service is constantly moving and evolving, but there are standards and pillars of success that remain the same. Here are the 6 things you may...
Read MoreDate: February 21, 2020
Last week, The Contact Company raised funds for The Firefighters Charity with its Valentine’s theme lollipop grams… The Contact Company employees were able to purchase a lollipop gram to...
Read MoreDate: February 18, 2020
This week, we came across a definition for customer service: “The assistance and advice provided by a company to those people who buy or use its products or services.”...
Read MoreDate: February 4, 2020
Loyal customers are the back-bone of every business. Sure, bringing in new customers is important, but by retaining customers you can expect a lot…. With a 5% increase in...
Read MoreDate: January 30, 2020
We’re continuing our ‘Meet the Team’ feature with The Contact Company’s Recruitment & Vetting Coordinator, Gráinne Corden… I joined The Contact Company in August 2017, on a large retail...
Read MoreDate: January 21, 2020
Whether you’re an employee looking to get the most out of your working environment, or an employer looking for ways to help your staff feel content and engaged, here...
Read MoreDate: January 16, 2020
We’re kicking off our ‘Meet the Team’ feature with The Contact Company’s Audit, Risk and Compliance Coordinator, Leon Lonsdale… I started at The Contact Company in January 2015,...
Read MoreDate: January 14, 2020
This recent season of goodwill, The Contact Company employees raised funds for local charities with their festive activities… The Contact Company played host to its second Christmas Market, with...
Read MoreDate: January 7, 2020
Customer service requirements are unique to every business. For some companies, the goal may simply be to provide enough Customer Service Advisors to meet the high-demand and frequency of...
Read MoreDate: December 10, 2019
Talking over the phone is a real skill. Without speaking to an individual face-to-face, it’s easy for your message to become lost in translation. Facial expressions and gestures aid...
Read MoreDate: November 26, 2019
Although the use of social media and live chat are on the up, email customer service still remains a firm favourite with customers reaching for their laptops, phones and...
Read MoreDate: October 29, 2019
Your customers expect (and deserve) more than just ‘good’ customer service. If you want to keep up with the competition, you need to offer your customers an exceptional experience-...
Read MoreDate: October 22, 2019
Last month, The Contact Company launched its first employee forum, led by colleagues from around the business, the HR department and CEO, Asif Hamid MBE. The forum, dubbed the...
Read MoreDate: October 7, 2019
The Contact Company was recently awarded The Workplace Wellbeing Charter, cementing its commitment to health and wellbeing across its employee group. The purpose of the charter is to seamlessly...
Read MoreDate: August 28, 2019
You know what they always say: “the customer knows best”! So, why is customer feedback so important and what’s the best way to get it? Feedback from customers offers...
Read MoreDate: August 13, 2019
Create a Separation between Marketing and Help It’s always best to create separate accounts for marketing and customer service/“help”. Every business in the world will receive complaints or experience...
Read MoreDate: August 2, 2019
The Contact Company has been named as one of Europe’s ‘Ones to Watch’ in a list of business excellence published by the European Business Awards, one of the world’s...
Read MoreDate: July 31, 2019
Customer service can make or break any business, but how do we deliver the top-notch customer service we strive for? The key is the people! Your Customer Service Team...
Read MoreDate: July 23, 2019
Congratulations to The Contact Company’s Employee of the Month for the month of June, Jade Critchley… Jade is a Team Leader on a busy retail campaign and has been...
Read MoreDate: July 5, 2019
The Contact Company has been named as one of Liverpool City Region’s Top 50 Fastest-Growing Businesses… 50 of the fastest-growing businesses in Liverpool City Region have been identified as...
Read MoreDate: July 3, 2019
Live chat can be a vital method of customer support in the vast world of online shopping. No matter how user-friendly you aim to make your customers’ online shopping...
Read MoreDate: June 26, 2019
The Contact Company is the proud winner of the Financial and Professional Business of the Year award at this year’s Wirral Business Awards… The event took place at the...
Read MoreDate: June 18, 2019
Congratulations to The Contact Company’s Employee of the Month for the month of May, Jacinta Rainford. Jacinta is a Team Leader on a busy retail campaign and has impressed...
Read MoreDate: June 17, 2019
Congratulations to The Contact Company’s Employee of the Month for the month of April, Ashleigh Wakefield. Ashleigh is a Real Time Coordinator, within the Resource Planning department, on a...
Read MoreDate: June 14, 2019
• Employees from The Contact Company volunteer their time to Soccer Aid for Unicef and process telephone donations from the UK public. • All public donations to Soccer Aid...
Read MoreDate: June 11, 2019
First Contact Resolution (FCR) is simple: the lower the amount of interactions your customer faces to get their query sorted, the better. Lower amounts of customer interactions equal lower...
Read MoreDate: May 28, 2019
Wanting to outsource your customer service, but unsure of the lingo? Take a look at our A-Z of Customer Contact jargon… ACW (After Contact Work) Work completed by...
Read MoreDate: May 14, 2019
We’ve all been there: we’re stuck without our delivery/ the tickets for that special event haven’t arrived/ our takeaway is well past its delivery time/ the fridge is on...
Read MoreDate: May 13, 2019
Congratulations to The Contact Company’s Employee of the Month for the month of March, Josh Rawlings. Josh is a Customer Service Advisor on a busy automotive campaign and has...
Read MoreDate: April 30, 2019
Being a good listener allows you to see the world through the eyes of others and to understand their feelings. This is especially important in the world of customer...
Read MoreDate: April 2, 2019
Your customers are important. In a world of social media and review sites, customer service and experience is a huge deciding factor for consumers choosing brands to trust. So,...
Read MoreDate: March 28, 2019
Congratulations to The Contact Company’s Employee of the Month for the month of February, Gráinne Corden. Gráinne is The Contact Company’s Audit, Risk and Compliance Coordinator, working within the Audit,...
Read MoreDate: March 20, 2019
Last Friday, The Contact Company had the pleasure of supporting the Red Nose Day donation lines for the third time in the company’s thirteen year history. Over the course...
Read MoreDate: March 20, 2019
A great customer experience is the key to great customer service. There are a few, simple things you can do to immediately improve the level of satisfaction your customer...
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