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    How can charities prepare themselves for change?

    By Patrick Nash What will be the impact of the general election on the third sector? And how charities can prepare themselves for inevitable changes. As I write, we have a week to go until the ballot papers are counted and verified and then all the polls suggest it may be a while before a […]

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    CEO Patrick Nash to present at two high profile conferences

    Our CEO Patrick Nash will be speaking at two high-profile conferences this year, giving advice on how charities can help people facing challenging circumstances to make positive changes in their lives.                 He will show how helplines staffed by empathetic, highly-trained contact agents, and harnessing advanced digital technology […]

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    What outsourced charity contact centres can do better

    This week I look at the benefits of using outsourced contact centres and how they can assist busy in-house teams at charities, who may be experiencing shrinking budgets and increased demand for services. An essential part of a charity’s offering is to provide support and guidance to users. Thanks to the explosion of the internet […]

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  • Diverse Workplace Joint Winners Firstsource Solutions & Connect Assist, presented by Shaw Trust & The King of Chat, Jonathan Ross

    Connect Assist scoops workplace diversity award

    A Caerphilly contact centre has scooped a prestigious award recognising its commitment to diversity in the workplace. Nantgarw-based Connect Assist, which supplies helpline services to charities and other organisations, picked up an award for ‘Most Diverse Workplace’ at the Welsh Contact Centre Forum awards on Friday 6th March. The awards, held at the Millennium Centre […]

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    Connect Assist scoops workplace diversity award

     Connect Assist is delighted to announce that we have scooped a prestigious award recognising our commitment to diversity in the workplace. Our Deputy Chief Executive Rusty Livock picked up an award for ‘Most Diverse Workplace’ at the Welsh Contact Centre Forum awards on Friday 6th March.  The awards, held at the Millennium Centre in Cardiff and […]

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    Is your self-help service helping your users?

    Although “customer self-service” seems like a paradox, it is becoming an increasingly prominent feature in today’s customer response landscape, helping organisations to save valuable resources and improve efficiency. Before the widespread use of email, internet-based tools and social media, customer service contact channels were both limited and resource heavy. For many organisations this meant a […]

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