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  • Contact Centre Panel

    By Linsey Knight on September 13, 2018
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    Does Your Call Centre Do A Good Job With Vulnerable Customers? Or… How To Improve Everyone’s Experience By Thinking About Everyone. By Phil Kitchen, Director, the Contact Centre Panel Whether your business is in sales, customer service or any other, Call Centres deal with customers from all parts of society. By nature, customers are most likely to call when there […]
  • DMA Advice: GDPR – A training guide for contact centre agents

    By Linsey Knight on July 20, 2018
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      GDPR came into force on 25 May, this and the 2018 UK Data Protection Act (2018 DPA) changes the way customers engage with brands. Trust will become a more vital component of the relationship and this trust will be gained through transparency. Empowering your front-line agents to have a fully rounded view of your data policies is really important. […]
  • The wrong words and phrases to use on a sales call

    By Linsey Knight on June 15, 2018
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    Call Centre Helper worked with Jacqui Crawley, the Owner and Managing Director of KMB, to discuss the language choices that sales advisors should avoid. In doing so, we came up with ten words and phrases that are likely to damage the quality of sales conversations, as shown below. The wrong words and phrases to use on a sales call   […]
  • Europe behind on GDPR readiness with ‘short-sighted’ approach

    By Linsey Knight on March 1, 2018
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    https://www.b2bmarketing.net/en-gb/resources/news/europe-behind-gdpr-readiness-short-sighted-approach
  • Atlas Copco Case Study

    By Linsey Knight on December 8, 2017
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    “We have been working with KMB for a long time now and have always found them to be professional and always wanting to achieve the best results for our business. We would recommend KMB and in fact have done to a number of our premier distributors who are now working with KMB on their own projects. The one-to-one relationship we […]
  • Are your staff trained to deal with Vulnerable people?

    By Linsey Knight on July 4, 2017
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    Almost every company or organisation will have conversations with customers or supporters who find it difficult to make an informed decision about the choices offered to them when buying products or services or making a donation. The difficulty arises as those customers are in a vulnerable circumstance that may be permanent, temporary or transitory and disrupts the way in which […]
  • How do you cover the Holiday Season?

    By Linsey Knight on June 15, 2017
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        For all companies, finding quality cover to deal with seasonal/unforeseen factors is a challenge. Whether this means covering a role or diverting workload, your planned holiday and unplanned absences need to be dealt with. But do you have the time/resources to deal with staff absences? If members of the team are absent, can the rest of your staff […]
  • How do you cover the holiday season?

    By Linsey Knight on June 15, 2017
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        For all companies, finding quality cover to deal with seasonal/unforeseen factors is a challenge. Whether this means covering a role or diverting workload, your planned holiday and unplanned absences need to be dealt with. But do you have the time/resources to deal with staff absences? If members of the team are absent, can the rest of your staff […]
  • Protyre Case Study

    By Linsey Knight on June 8, 2017
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        Since working with KMB, the conversion rate of Protyre’s telemarketing campaign has increased by 144%!
  • Lakeside Case Study

    By Linsey Knight on April 7, 2017
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