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rolling, rizla and ringtones; why call centres are a stoner's dream.

Throughout seemingly endless days in the office and after far too many monotonous telephone conversations, I struggle to make a convincing argument that a call centre breaks the threshold of mildly engaging. 537 more words


Who Knew Siri Can Coach Your Employees, Too?!

We just posted last week about the rather disappointing realities two of our clients experienced in comparison to the bright promises on which they’d been sold speech analytic technology. 496 more words

Business Trends

It's Your Fault

Do you know why customer service is so bad
It’s because of you overreacting when mad
Yes it’s a problem when something goes wrong
But there’s no need for you to come on so strong… 386 more words


Let's not forget Call Length Is the Worst Way to Measure #CustomerService

Practitioners and pundits alike have long debated which metric is best for assessing the performance of a service organization. Is the silver bullet customer satisfaction, net promoter score, customer effort score , or some other measure? 47 more words

Customer Management

Mobile Groans - a humorous story about the joys of calling call centres

Thank you for calling O-Deux-Fone, (part of the O-Deux-Fone Group UK): keeping your eyes and ears in touch).

Hello. I’ve got question abo…

Did you know that the answers to most questions can be found on our website at www.0defo.co.uk  and clicking on the ‘answers to most questions’ toggle. 1,685 more words

Take the Lead: February 8, 2017

Have you ever considered working in a contact centre? If you imagine a warehouse with rows and rows of headsets, you’re likely picturing a call centre from days gone by. 363 more words

Job Seekers

Contact Centres - Prevention is better than cure.

Too many companies view their contact centres as cost centres and throw time, energy and lots of money at them, in order to try and streamline efficiency and costs. 354 more words