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5 ways to keep your computer clean

January 12th, 2017

Take a look at our 5 ways to keep your computer clean heading into the new year.

Keep your pc clean Infographic 1

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The Future of Work

October 24th, 2016

How Employee Experience is driving Customer Experience: a 4-part series

Employee experience (EX) is the latest buzzword in the business world. But is this focus on workforce wellbeing just a fad, or are we finally seeing the manifestation of the ‘future of work’ concept?

Part one: The Future of Work

As the percentage of millennials making up the global workforce increases, their influence has become the catalyst for the changes we are seeing in working cultures and environments. Larger corporations already have a millennial majority workforce such as Ernst & Young where they account for over two-thirds of the employee base. These millennial workers are craving a more dynamic working culture. They thrive in teams; they think creatively; they move at a fast pace and they are shaping the future of work.

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CallScripter joins Direct Response Group

October 7th, 2016

On September 9th, 2016 it was announced that Direct Response Contact Centres Ltd (DRCC) would be purchasing CallScripter, agent scripting solution, and Ansaback, outsourced contact centre, both based in Ipswich, Suffolk. The ensuing three weeks entailed a number of conditions being met and getting the green light from the shareholders. Now all controls have been completed and the deal is closed, we are delighted to announce that we are officially part of DRCC.

CEO, Ian Mitchell & Chairman, Chris Robinson, have been spending time at the CallScripter and Ansaback headquarters in Ipswich to meet with employees individually. Discussions on how the takeover will shape both businesses and how we will merge with the existing operations have already begun and the future is looking very bright indeed.

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Multichannel, omnichannel and multimodality – what does it all mean??

September 20th, 2016

As technology moves forward at an increasingly rapid pace, new channels of communication continue to  emerge that allow organisations and customers to interact on multiple new levels. Gone are the days of frustrated customers shuffling agitatedly in the queue for the Customer Liaison Representative and arriving at the desk disheartened, disgruntled and in anticipation of disappointment.

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Contingency Planning

July 30th, 2015

What is Contingency Planning and why is it Important?

Contingency planning is a course of action formulated for dealing with a situation that is unexpected. A contingency plan could be a response to a crisis, emergency or change of situation, a ‘Plan B’ if the original plan did not go as anticipated or even planning for holidays and sickness. Circumstances can change rapidly, and a swift response is essential to limit damage or losses to the business.

Where do I start?

Key points to remember when thinking about contingency plans are:

  • Staff can be reluctant to making a Plan B as they have an emotional investment in Plan A, especially if they initially developed it.
  • Plan B should be a properly though out process. If you are planning for it, there is the possibility using it. Therefore is must be feasible.
  • The probability of a crisis occurring can be small, and therefore contingency planning gets side-lined. It is challenging to allow time for contingency planning, but in the long run, it could save your organisation from potentially devastating consequences.

To overcome this, the importance of contingency plans and the reasoning behind having them should be communicated clearly to everyone in the business.

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