Matthew Chic
Recent Posts
Why are so many people in contact centres based in Ireland?
One day, as I was skimming LinkedIn, I counted 5 contacts who recently started working in one or another customer support function in Dublin.
Of course, there is the low tax rate and there's a lot of immigration - but are there other ingredients that make the Irish so good at customer service?
We wanted to find out.
Junior employees and other new hires have to spend a lot on accommodation when they relocate - deposit and first month’s rent are due well before their first paycheck arrives. This can be a stressful experience.
Other than just paying them a bonus, there are seven effective ways you can financially support them in their first few cash-strapped months and show that you care.
Culture shocks are the price for setting foot on our small island. Some of them result in benign anecdotes, others lead to serious misunderstandings in the workplace.
Here’s how HR and Global Mobility teams can help prevent the biggest difficulties for Indian Engineers relocating to the UK.
Online tools and Artificial Intelligence help customers solve their problems without human interaction. Does this mean that Contact Centre agents are doomed?
Not at all. But companies are recognizing that the contact centre agent needs to evolve, drop the scripts and approach the customer in a new way.
Here's how to do it.
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It's not an easy job to manage nurse intake and retention at a hospital in the UK.
