The latest NHS public satisfaction survey released in March of 2023 revealed a startling trend – a significant drop in overall satisfaction by 29%[1]. This drop brings the total satisfaction from 70% in 2010 to an egregious 41%. This alarming decline highlights the ongoing struggle of the NHS to satisfy the health demands of the public with the results being lower than it has ever been in 41 years. In addition, the most recent GP patient satisfaction survey also disclosed a steady decrease in satisfaction from 83% in 2021 to 71.3% in 2023, the lowest it has been in five years[2], citing the ma ..read more

Amidst the thick fog of our healthcare systems, the NHS stands as a beacon of light, dedicated to providing quality and affordable care. However, the storm of staff shortages has cast a shadow over this light. In this blog post we embark on a journey to understand the complexities of NHS staff shortages and shed some light on potential navigational strategies.   The underlying cause of these staff shortages are multifaceted as budget constraints, burnout, and increasing demands for these services all contribute to the scarcity of healthcare professionals. The NHS is still reeling from the ..read more

Omnichannel customer service is a widely adopted strategy which focuses on delivering consistent, seamless customer support across multiple different touchpoints. This means that a business is providing support wherever its customers are and however they choose to reach out, whether it’s on a social media platform or over the phone.    Want to find out more? Read on for a guide to the benefits of omnichannel customer service for businesses, and how to start implementing it.    Omnichannel vs multichannel customer service models   Within the marketing and customer servi ..read more

There have been major changes for British businesses since the UK officially left the European Union on 31st January 2020. The period since then has been a time of upheaval and readjustment, as CEOs and workers navigate the new post-Brexit landscape. And it’s still early days, with further challenges, obstacles and opportunities to be discovered over the coming years. Read on to find out more about how Brexit has affected businesses, with a particular focus on those delivering customer services.   How has Brexit changed how UK businesses run?   The ‘big picture’ of what UK business l ..read more

From the Great Depression of the 1930s to the financial crisis of 2008, global recessions have been fairly common over the last century. These times of financial uncertainty not only put pressure on individuals, but can also challenge the resolve of even the most resilient of businesses and organisations. With almost two-thirds of chief economists believing a global recession is likely in 2023, the business world is once again bracing itself for another period of turmoil and looking for innovative ways to not just survive but thrive.    One such method of survival lies in an often un ..read more

Effective communication is an essential part of business. Internally, it helps to facilitate collaboration, build positive work cultures and boost productivity. Similarly, when viewed in the context of business-customer relations, the ways in which you communicate with the outside world can make or break your brand’s image.    In this blog, we breakdown what is meant by ‘business communication’. This includes assessing why it is so important. We also outline the different types of communication that all successful businesses need to be aware of.    What is business communic ..read more

Outbound call centres can play a crucial role in generating leads and driving sales. But what is outbound calling, how does it work and could it benefit your business?   In short, an outbound call centre is a communication hub that makes outgoing calls to potential customers. It centres on generating interest in your company’s products or services, or closing sales. This type of call centre can also be used to run surveys to generate feedback about your business, and to carry out market research.   This is in contrast to inbound call centres, which field incoming calls to your busine ..read more

AI isn’t just a hot topic right now across the customer service industry; it’s the topic. The rapid advancements in this technology seen over recent years have taken many businesses by surprise, leaving them unsure how best to harness its power without experiencing the problems that AI can undoubtedly cause if it’s not used wisely.   In this post, we outline exactly what AI is, why it’s important and how you can use it to enhance the customer experience. Crucially, we highlight that AI is still no substitute for real human interaction at various points in the customer service journey. &nb ..read more

To improve customer satisfaction levels across the board, businesses need to be looking at every single point of contact.  For many companies, a call centre will be the primary point of contact for most of their customers. This is why it’s so important to identify areas for improvement, and make the right changes. Get it right, and your brand reputation and customer loyalty levels will see a significant boost. Read on for tips on where to start.    What is customer service satisfaction?    Customer service satisfaction encompasses lots of different elements. It range ..read more

It’s easy to feel overwhelmed by the sheer volume of feedback you receive from customers online. And the fact that reviews and testimonials are often scattered over multiple platforms and sites can make effective customer feedback management particularly difficult.    However, it’s crucial to get to grips with this aspect of customer service. Doing so can strengthen your business and help you to avoid a range of potentially serious problems.     Why does customer review management matter? If you don’t already have a plan in place for how to deal with customer feedback and r ..read more