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Brace yourself, Winter is coming!

Brace yourself, Winter is coming! Whatever weather is forecast for your business, get ahead of the game and be prepared. Forewarned is forearmed. Are you able to handle any seasonal peaks irres...

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5 tips to help you make the most of web chat

Developments in technology means that customer service has evolved from simply in store and phone support, to customers being able to email and use social media to chat to the customer service team.

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How to Comply With Ofcom’s Updated Guidelines

If your call centre makes outbound calls, it is essential to comply with Ofcom’s updated guidelines. These guidelines have been updated to reduce the number of silent or abandoned calls received by the public, which can lead to worry or anxiety in some cases

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5 things to consider when selecting an outsourced customer service provider

At the centre of every business is the customer. While many businesses engage with outsourced customer service providers to reduce overheads and streamline their customer service provisions, many face challenges if the third party is unable to provide the same level of customer service that is expected from the organisation.

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How will artificial intelligence work with your contact centre agents?

AI has been widely discussed as a threat to human jobs for almost five decades, but we’re here to tell you; have no fear. AI can be a saving grace for contact centres. It can offer customers an ideal combination of relatable human interaction with the enhancement and reliability of service that this technology can offer.

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Why will 47% of callers hang up if they hear ‘your call is valuable to us’?

Completed by over 2000 people, the survey revealed that nearly half (47%) found that being told that that their call is valued was the most annoying call-queue feature, followed by being directed to the company website (28%) and then being told that all operators are busy (11%).

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5 ways you shouldn’t be monitoring call quality

Monitoring the call quality of your agents is one of the most useful ways to improve your service and please your customers. However, there are some mistakes that companies often make when it comes to monitoring and improving the quality of their calls.

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Is your contact centre ready for an emergency?

There are many scenarios where your contact centre could be impacted by an emergency: weather, natural disasters, fires, epidemics, along with computer and human failure. Disasters and technology failure can come without warning, and this can be detrimental to your contact centre, resulting in a lot of downtime, excessive wait times and a drop in customer satisfaction.

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5 tips to keep your contact centre agents motivated

On average, over half of UK workers are lacking motivation in the workplace, which causes serious problems to productivity and profitability. Here are five tips to encourage motivation and create a better atmosphere for your employees to work in…

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Trends that will shape the contact centre industry in 2017

With customer expectations constantly on the rise, and new challenges facing contact centres every day, it is important that you keep ahead of the curve in 2017. Here are 4 trends that will shape the contact centre industry in 2017…

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Merry Christmas from mplcontact!

From all of us at mplcontact, we would like to wish you all a merry Christmas and a happy New Year!

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Foresight Group invests seven figures in PlayerLayer, an award winning Nottingham based sportwear brand

Foresight Group, a leading independent infrastructure and private equity investment manager, have announced they are to invest up to £5 million in PlayerLayer, a West Bridgford based sportswear brand

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