Blogs by tag - Customer Service · Brook Street

Contact Centre Stress Syndrome – what is it and how can you cope with it?
about 15 hours ago by Daniel Stack
Contact centres often present a high-pressure work environment and contact agents are frequently subject to acute levels of stress. Recently recognised as a real crisis, Contact Centre Stress Syndrome presents a fast-growing, job-related problem that can significantly impact employees’ mental and physical health.It’s not a fad, a meaningless complaint or just a passing issue...
Six benefits of working in a contact centre
about 2 months ago by Daniel Stack
Are you looking for a rewarding career path? Contact centre jobs offer a plethora of benefits, from developing transferrable skills to flexible working. In this blog, we’ll explore six advantages of working in a contact centre and how you can get started with your successful career.No experience required: One of the common issues with finding a job, especially for school lea...
Trends in Contact Centres and Customer Support
7 months ago by Daniel Stack
Customer Service operations are now forced to pivot to completely new ways of working. Advances in technology, rising customer expectations, and new-found employee empowerment are placing fresh and demanding challenges on the contact centre and customer service industry. Even as 81% of consumer respondents say they would sooner deal with a human agent instead of an automate...
Contact Centre: Enabling your business through social media
8 months ago by Daniel Stack
Customers expect to receive exceptional service and assistance through all social media channels. Simply having a social media presence is only one part of a strategy. Organisations need to plan for proactively reaching customers online and integrating social media into their everyday duties.Businesses effectively communicate with present and potential customers through soc...
Virtual contact centres and remote working: A winning combination...
8 months ago by Daniel Stack
Remote work has become the new norm for many of us. Our latest MEOS report, anticipates that the demand for talent in the communication services industry will continue to increase as contact centres continue to adopt a remote working model. With an increase in staffing levels, needs have changed for the CC&CS industry, where 24/7 service availability is expected and work pa...
Seven ways to deliver successful omnichannel customer service
8 months ago by Daniel Stack
Customers want the best. Is it enough to simply be there for customers when they need you?Increasingly, organisations must anticipate customer needs and deliver what they want, even if that means prioritising satisfaction over sales or profits in the short term.If you want to succeed in today’s market, you need an omnichannel customer service program that works across all yo...
Four ways to attract the best contact centre talent in a highly competitive market
about 2 years ago by Daniel Stack
It has been a challenging 18 months for many organisations. So, now that we are emerging from the pandemic, are things finally looking up? In some sectors, there are still challenges to overcome on the road to recovery. Staff turnover in the contact centre, for example, is currently reported to be around 26% – far higher than the national average of 15%. While putting i...
Top tips to enhance your Customer Service job search
over 2 years ago by Daniel Stack
Over the last 18 months the recruitment market has seen significant changes, impacted by historic events like Brexit, the Black Lives Matter movement and the COVID-19 pandemic, as well as the ongoing national skills shortage, whereby employers are struggling to find candidates with the right skills to meet their job requirements. In fact, the pandemic prompted the bigge...
Top tips to enhance your Customer Service job search
over 2 years ago by Daniel Stack
Over the last 18 months the recruitment market has seen significant changes, impacted by historic events like Brexit, the Black Lives Matter movement and the COVID-19 pandemic, as well as the ongoing national skills shortage, whereby employers are struggling to find candidates with the right skills to meet their job requirements.In fact, the pandemic prompted the biggest wor...