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  • 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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  • Connect Assist named as BIG Assist Approved Supplier

    Connect Assist is proud to have been named as an approved supplier of services for a new funding programme known as BIG Assist – a £6m scheme to strengthen the organisations that underpin the voluntary sector’s work. The BIG Assist fund is awarded through vouchers to the value of up to £7,000 per organisation. It is estimated […]

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  • How can the NHS improve its digital service delivery?

    By Patrick Nash Following the NHS’ critical report into its own digital service delivery, I suggest the ways in which it could improve services, while keeping costs down.    An NHS commissioned report has found that investment in digital services could release funds of up to £3billion, while improving the standard of services offered to […]

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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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  • Why All Family And Children Services Should Go Multi-Channel

    Over the next five years, children’s charities will lose £405 in government funding. According to the study from the National Children’s Bureau, over 70 per cent of the charities who took part in the survey had responded by cutting staff and just fewer than 70 per cent had reduced their services.*How can your organisation reach […]

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  • National Council For Voluntary Organisations ( NCVO )

    In a period of significant reduction in grant income NCVO wished to extend helpline opening hours, providing increased service delivery channels at decreased costs. Services used: Multi-channel Helplines Digital Service Delivery

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Case Study

Providing consultancy and specialist contact centre staff for a leading eating disorder charity

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