Call handling, in simple terms is the management of telephone calls. In business, this can be managed in house or outsourced to a call handling service provider where a third-party handles phone calls on your company’s behalf. This solution can handle both inbound and outbound calls as well as other

“What’s it like to work at Woven?” As the People Director working at Woven you might think that should be an easy question for me to answer – it wasn’t – my initial response was “well it depends”. On what you ask. The analogy for me is being asked what

We already know about the importance of call handling, but what about making it more efficient? Average call handling time refers to the talk time plus hold time and wrap up time divided by the total calls made. In order to reduce average call handling times it is important to

We live in a fascinating period where almost every day technology is becoming a more significant enabler in our lives. This is creating opportunities for all of us to enrich our lives and in so many different ways. In business, the emergence of the combination of Artificial Intelligence and Process Automation (or as we now progressively know them, Bots or Virtual Agents) has created the scope to provide

We live in a fascinating period where almost every day technology is becoming a more significant enabler. This is creating opportunities for all of us to enrich our lives. In the business world, this allows us an opportunity to provide a level of service that simply hasn’t been possible before.

With businesses across the country opening their doors again to customers, it’s more important than ever for us all to consider what we can do to support business and to get the economy back on its feet. One simple way to support a local or national business is to regularly

Reducing cost is probably the obvious reason why businesses outsource their customer contact centre but there are many more incredibly valuable benefits of partnering with a specialist outsourced contact centre provider. So, what are they? Trained Staff Always Ready and Available Outsourcing provides trained professionals right at your fingertips. It

Service is not a number on a balance sheet. “Technology led approaches or an inability to invest are leaving customers out in the cold” Because the current market is defined by a lowest cost approach to providing service, this constrains innovation and value creation. The impact of which is now