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November 27th 2015

Black Friday: how did your customer service hold up?

So, as we approach the later stages of Black Friday 2015, it's worth pausing just for a moment to consider how well customer service levels have held up on a day that has potentially brought with it huge peaks in customer contact demand...

Case Study

November 27th 2015

Collecting debt for Scottish Power - the customer-centric approach

Discover how Grosvenor Services Group, a part of Echo Managed Services, successfully collects live debt for Scottish Power. Learn how...

Case Study

October 9th 2015

RapidXtra supports Welsh Water's delivery of customer service excellence

When Welsh Water replaced its legacy billing framework, a system that was proven through use in similar regulated environments, that...


August 21st 2015

10 Dos and Don'ts For Successful Web Chat Engagement

Web chat is clearly one of the fastest growing customer contact channels in UK contact centres today. With usage gathering pace, it's essential to apply the same levels of quality monitoring and control used for more established customer contact channels. With this in mind, here are our 10 dos and don'ts for successful web chat engagement............

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