Imagine a world where EVERYTHING your customers say is accessible to you.

Really think about that for a moment.

Every time an agent hears “thank you so much, you’ve been amazing”, or “wow that’s great, I didn’t realise I could do that online” or even, “it’s about time, this is the third time I’ve tried to get through!” (I didn’t say it would be all positive), you could hear it too.

How amazing would that be?!?!

I recently joined Call Centre Helper to talk about how to manage seasonal peaks - all businesses experience fluctuations in demand - here are three tips to prepare you for when the tide hits.

It’s been a strange year indeed. The ongoing impact of the pandemic has left businesses and customers alike in unfamiliar and uncertain circumstances. But hope is not lost; there is opportunity amongst all of this uncertainty.

Performance management is without question, an important aspect of any business. ⁠⠀

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Key Performance Indicators (KPI's) can be an amazing tool in your performance management toolbox, they (as the name suggests) give you an indication as to how successfully you are performing towards your organisational goals and objectives. They drive your business.⁠⠀

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But what if they are driving you in the wrong direction? What if they are being ignored? What if you are measuring the wrong things?⁠⠀

I'm the kind of customer who recognises a good experience when it happens, I'll happily pay more for it, I revel in it, I share the experience on social media, I recommend the company to my friends and I’ll likely become a bit of a brand loyalist.

Like many, I love supporting local businesses and this week my first feature article went live in Cheshire Life magazine!Not local to cheshire? Don't worry! These 4 tips to business regeneration will apply to your business no matter where in the world you are

It's been a tough start to 2020, but as the world starts to regain some form of normality and our much-missed businesses begin to emerge out of a forced hibernation, the prospect of picking up where we left of is enticing!

If only it were that straight forward. The truth is, our environment, our social ability and our economic circumstances have altered so much that our customers are no longer the customers we once knew, their needs, their wants and their expectations have changed.