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An honest mistake – what’s the right thing to do when the customer’s wrong? image

Does the mantra – ‘The customer’s always right’ – hold true in every situation? What about when the customer is wrong and the company is quite within their rights to deny the customer request? Should the company still hear the customer out and give them the benefit of the doubt? Maybe there are extenuating circumstances. Maybe there’s an opportunity to show empathy. And just maybe it’s an opportunity to do what’s right for the customer believing that even though it’s outside the ‘terms and conditions,’ in the bigger picture it’ll be good for business. Certainly, there will always be some customers who seek to take advantage, working the system for their own benefit. But that doesn’t mean that everyone is ...

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Ember Talks: Maximising the value in your contact centre conversations image

  Join us to hear 3 powerful Ember Talks delivered by award-winning customer engagement specialists. Our talks are about spreading ideas on subjects that matter to the customer engagement community. These talks are designed to get you thinking out-of-the-box and inspire you. Ember Talks Theme: Maximising the value in your contact centre conversations Event Details Date: 22nd February 2018 Time: 1.30pm – 4.30pm Location: The British Library, 96 Euston Rd, Kings Cross, London, NW1 2DB Delegate Profile This event is for those responsible for the customer engagements and operations. You will find this event useful if you are: Head of Operations Head of Customer Experience and Engagement C-Suite Presentation 1: Managing Mindset Change Often in contact centres we use titles such as ‘Customer Service Advisor’ for our frontline teams.  We label the ...

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WEBINAR: How to maximise learning retention image

    Date: 6th March 2018 Time: 12pm (UK time) With any training programme, we’re trying to influence how our people behave at work, whether that’s ‘soft skills’ where we want to change habits or ‘hard-training’ such as systems and process training. We often expect people to remember what they have learned after just one or two training sessions. However, at least 50% of what you listen to today you will have forgotten by tomorrow.  If we don’t follow up within two weeks, this figure may rise to 80%. The challenge has always been the difficulty in measuring how much a training programme has impacted behaviour. Training should, in theory, improve performance – but in the case of inaccurate or inconsistent training, ...

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Growing Contact Centre Advisors into Team Leaders image

            Date & Time: 30th November 2017 12- 2pm Venue: 60 Trafalgar Square, London, WC2N 5DS Growing Contact Centre Advisors into Team Leaders The contact centre provides excellent opportunities for career progression. Moving talent from the front line into leadership roles is a great way to retain your best people. But do good Advisors automatically make the best Team leaders? Not necessarily.  Making the transition from being ‘one of the team’ to the ‘boss’ can also cause tensions and awkwardness that can leave all relationships feeling strained.  Making the selection process fair and equitable is also key to avoiding disillusionment and frustrations. In this Lunch and Learn session, Carolyn Blunt, Contact Centre People Development expert, will outline 3 opportunities ...

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New e-learning platform set to improve ROI on training and development. image

Organisations struggling to train and retain skills can now benefit from a new interactive e-learning platform – ERROL. Designed to make onboarding, training and learning reinforcement more effective, it’s already showing positive results through increased sales, improved employee engagement, reduced handling times and positive customer service feedback. The platform is the brainchild of customer service expert Carolyn Blunt from Ember Real Results, voted most respected person in the UK Contact Centre industry 2012, and co-author of the book titled “Delivering Effective Social Customer Service”. Carolyn’s hands-on approach to training and her passion for delivering excellent customer service is rivalled only by her consistency in delivering tangible results. Ember Real Results has a strong focus on finding unique ways to engage ...

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Ember Group Announces The Acquisition Of Training Consultancy – Real Results image

Business services and customer management consultancy, Ember Group, today announces the acquisition of training consultancy, Real Results Training Limited – a specialist Learning & Development consultancy with expertise in the customer contact industry. Working in the UK and internationally, and for both private and public sector organisations, Ember Group has helped leading UK and global brands become more effective at delivering their services – creating  better results and sustainable value with enhanced customer engagements. The acquisition allows Ember Group to build on its strong heritage of customer management delivery and expand its existing services into training and mentoring services, in which Real Results excel. The combined businesses will continue to deliver expert advice centred on the commercial and operational realities ...

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