Blog

  • How to maintain positive customer experiences in times of high demand

    By Patrick Nash In the week that HM Revenue and Customs (HMRC) has announced that it is to close 281 of its face-to-face enquiry centres, 2 million extra calls to are expected to be made to the HMRC helpline. Here, I suggest the best ways for contact centres to ensure positive customer experiences when face […]

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  • NHS Plus – Health 4 Work Adviceline

    Since August 2012 we have delivered the free Health for Work Adviceline which is funded by the Department of Work and Pensions. The service provides small businesses with the expert advice and support they need to help team members experiencing ill health and other occupational health issues. The Health for Work Adviceline had a requirement […]

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  • Are charities often too small for the Big Society?

    The Big Society was envisaged as putting more emphasis on charity and voluntary organisations leading the way in delivering services that impact both their own communities and the wider community in the UK. In direct contrast to the espoused ethos of the Big Society, many charities are still finding that their scale is a barrier […]

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  • Social Media ‘Should Not Just Be For Fundraising’

    Charities should be using social media to deliver services, according to research carried out by social enterprise Connect Assist. According to a survey carried out by the contact centre solutions organisation, 80 per cent of 18 to 24-year-olds and 73 per cent of 25 to 34-year-olds use Facebook, Twitter and the internet to get financial, […]

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  • Wales Online – Funding Boost For Connect Assist

    Funding Boost For Connect Assist A social enterprise has received a £123,000 grant from the Wales Economic Growth Fund. Nantgarw-based Connect Assist provides contact centre solutions to charities and the public sector. The money will help to create and safeguard 23 jobs. The Wales Economic Growth Fund was set up by the Welsh Government to […]

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Case Study

Bipolar UK

Awareness of bipolar disorder has increased significantly in recent years and the charity was struggling to manage rising volumes of sometimes very detailed calls from members and the general public.

Services used: Multi-channel Helplines Consultancy

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