• Councils should avoid cuts by ‘spending smarter’ on essentials

    This week, I look at the recent report by the TaxPayers’ Alliance, which states that councils should cut spending and consider removing some essential services, such as call centre provision. I argue why this action could alienate the vulnerable and digitally excluded, and how they could avoid doing so, while keeping costs down.    The […]

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  • Q&A: How do we differ from The Call Centre?

    BBC Three’s The Call Centre documentary has sparked a social media storm. But is it reflective of everyday life in a busy call centre? We talk to one of our dedicated call handlers about her role. The Call Centre – a documentary series based on a Swansea financial services call centre – has caused a […]

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  • Connect Assist wins Rhondda Cynon Taff Business of the Year

    Connect Assist is proud to announce that it has won the Rhondda Cynon Taff Business Club Business of the Year award. The award, sponsored by Finance Wales and presented at the Miskin Manor Hotel, recognised the achievement of Connect Assist’s outstanding business performance in recent years. We also scooped the Innovative Business of the Year […]

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  • How technology can improve advice services

    By Patrick Nash We all want access to help and advice, and we all want it in the simplest and easiest form. Providing the right advice in the right place, at the right time, is a challenge for many organisations, especially when it comes to legal advice. The law is complicated and explaining legal jargon […]

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  • How digital technology can engage hard-to-reach groups

    By Patrick Nash ‘Hard-to-reach’ is a term that describes those sections of the community that are difficult to involve in public participation and to engage with services. It can include people with a mental ill health diagnosis, such as low mood and depression or anxiety, those who misuse substances and people for whom English is […]

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  • Service users need you more than ever – And not just when it’s convenient

    An NCVO survey of charity leaders from earlier this year shows that most have a negative outlook on the economic landscape[1]. Given that the last set of figures from Charity Market Monitor[2] prove what we all knew; that charity income has been sliding year on year it’s clear that your concerns have foundation. These headlines […]

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Case Study

Royal British Legion We partnered to deploy a digital first contact centre and area office strategy.


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