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The things they say...

There's High Street Gift Vouchers for the senders of the best anecdotes and jokes -- why not send yours to the Editor now?  See end for details. Here is the latest selection...and our thanks go to the senders.

Customer service

It's as easy as baking a cake...just follow this recipe and inspire your people

Average handling time

Is it a necessary evil or a familiar friend? The challenges it poses...and the conculsion
Speech analytics and recording

You can listen to hours of recorded calls, but now there are ways to learn what your customers really mean.  Our experts explain how to do it...and come up with some innovative ideas

Stay safe...Ofcom will come down heavily if you breach the outbound calling rules.  We present some tips for successful and fine-free, outbound campaigns
Your reputation

Comments about your products and your company now spread at the speed of light.  Find out quickly...and act before it's too late