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Showing 148 results for "Blog"
How to reduce contact centre demand without hiring more agents – by Rich Furlong
How to reduce contact centre demand without hiring more agents When contact centre demand starts to rise, the first thought is often to hire more people. It makes sense. More customers are getting in touch, queues are building and the team is under pressure. Extra agents may well be part of the answer. But before […]
Why complaint volumes are rising and what businesses can do about it – by Richard Ferris
Why complaint volumes are rising and what businesses can do about it Complaint volumes can tell you a lot about how your business is performing in practice. When they start rising, it usually means something is making the experience more difficult than it needs to be. That could be unclear updates, delayed responses or processes […]
15 years of Sigma Connected – how we built a different kind of BPO – by Mike Harfield
15 years of Sigma Connected – how we built a different kind of BPO Fifteen years in, the question I keep coming back to is ‘just how did we get here?’. I don’t mean that in a surprised way, although there are still moments when the scale of Sigma Connected makes me stop and think. […]
Common outsourcing mistakes and how to avoid them – by Peter Doveren
Common outsourcing mistakes and how to avoid them Outsourcing customer service can be a really smart move for many organisations. It can give you more flexibility, extra capacity, specialist expertise and better cost control, especially when internal teams are already stretched. But outsourcing needs more than a contract and a quick handover. The cracks usually […]
7 signs your customer service team is at capacity – by Jo Watts
7 signs your customer service team is at capacity Most customer service teams can cope with a busy spell. A product issue, a seasonal peak, a billing run or a sudden rise in demand might put pressure on the operation for a few days, or even a week or two. The harder thing to spot […]
15 years of Sigma Connected – building a different kind of BPO – by Gary Gilburd
15 years of Sigma Connected – building a different kind of BPO Fifteen years. Saying it out loud still feels a bit surreal. When Mike and I set up Sigma Connected back in 2011, we weren’t trying to build the biggest business in the room. We just wanted to build one that felt different. Something […]
Inbound vs outsourced vs offshored customer service – by Ben Jones
Inbound vs outsourced vs offshored customer service When it comes to managing customer service, businesses have more options than ever. You can keep everything in-house, partner with a specialist provider, or move operations overseas. Each approach comes with its own advantages and trade-offs, especially around cost control, flexibility and customer experience. From my perspective, the […]
Financial Services complaints management
Financial Services complaints management With UK inflation expected to be 7.25%, 7.5% in the EU, and 2.1% in Australia, living costs worldwide are rising dramatically for the financial services industry and its customers. As a result, money is tighter for many financial services customers, and they will likely become more protective of their funds. Due […]
The energy sector crisis – what next for the water industry?
The energy sector crisis – what next for the water industry? There continues to be extensive debate about the current state of the UK’s energy sector and the turbulent time ahead for many of the energy companies and their customers. Over and above anything, our thoughts continue to go out to anyone who is personally […]
Why fraud resolution matters more than detection speed – by Colin McMahon
Why fraud resolution matters more than detection speed Fraud resolution over detection speed Fraud can be stressful for customers and create pressure for the teams supporting them. In financial services, the focus often sits on how quickly suspicious activity is spotted, but a fast alert doesn’t guarantee a clean outcome. In reality, what happens after […]