Ownership or Excuses?

Watch this powerful video – such a simple but useful way of thinking about personal and team behaviour.

Call Centre Survey

We’re updating our research into what customers hate when they deal with companies by telephone.
If you’ve got a few …

Inbound Sales Tips

Inbound sales tips; improve your sales figures & your customer experience with these top tips for teams that take inbound orders & enquiries from customers.

Article Call Centre Europe

The 60 second rule; make the right first impression on both inbound and outbound calls.

Call Handling Skills

Good call handling skills benefit the business, your customers and your employees. What are they and how do they help?

Phonetic Alphabet

Ensure charlie, lima, alpha, romeo, india, tango, yankee on the phone; the NATO phonetic alphabet to use for greater accuracy in your conversations.

How To Retain Customers

Our research into why organisations lose customers gives us insight into how to retain customers.

Dealing With Angry Customers

Our tips and help for dealing with angry customers.