The use of digital channels for customer service is becoming more widespread and offers many advantages: time saving, alignment with...

As we come out of the latest lockdown, XL Marketing are pleased to announce they have just moved to a new office location, around the...

Despite customers demanding higher service levels and a better service experience, quality assurance (QA) processes are not formalised in...

The pandemic has fundamentally changed the way that we live, work, and consume products. It doesn’t matter where you are, there’s no...

The ultimate purpose of any contact centre (particularly inbound) is to provide a stellar customer experience or CX that leads to repeat...

For decades now, contact centre quality assurance has been a crucial part of running a successful business and maintaining a good brand...

The impact of COVID-19 on the marketplace has been significant for everyone, from business leaders, to call centre operators. Companies...

For two in five UK consumers, the telephone has replaced face-to-face interactions during the pandemic 41% of UK consumers say phoning...

It’s no secret that call centre managers have an inherently tough job; between managing a team of agents and juggling a plethora of...

While delivering consistently good customer service requires work and alignment across your entire organization, a good place to start is...

A cornerstone of XL Marketing’s success has been the strong emphasis on training and agent engagement. We believe that call centre...

The Government has produced a Guidance document for UK contact centres to understand how to work safely during the COVID-19 pandemic,...