Case Study: Telephone Answering Service for IT company

Silvia Planella/ January 18, 2018

Background: Client description Our client is a supply chain technology company. They work in the EMEA market and provide agile solutions to enable faster and more accurate process execution. They have over 30 offices and provide technical solutions for multiple industries including retail, pharmaceutical, healthcare, warehouse, distribution, automotive, postal & courier, fast moving goods, manufacturing, and transport & logistics. They

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Who should take care of your social media account? The Marketing department vs. Contact Centre Contest

Silvia Planella/ January 8, 2018

The power of social media is evident for marketers and customer agents representatives. Buyers and potential buyers can access your online profile and gather information; but also can use this channel to ask for advice and report any challenges with your business. Who should take care of your social presence? Social Media as a Marketing Tool If your social media

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Call Centre Agents and employee retention rates: a challenge for the call centre industry

Silvia Planella/ January 3, 2018

The biggest asset of the call centre industry is its workforce. Some people will argue that software, especially knowledge management and cloud services, had transformed our industry and while I agree that technology has an important role in any contact centre, it is people who make the difference. Traditionally, staff retention has been reported as one of the biggest challenges

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How a Call Centre can help you in your GDPR efforts?

Silvia Planella/ December 19, 2017

May 2018 is fast approaching and a number of existing clients and potential clients are contacting us to ask for our support in implementing their GDPR efforts. The interest in GDPR is quickly increasing as we near this deadline. Google trends showcase a higher number of search-related enquiries in the last quarter of 2017. We believe this trend will just

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Happy Christmas from Arema Connect!

Silvia Planella/ December 14, 2017

Time is flying! We are here again planning our Christmas party, and a number of activities to celebrate the festive season in our Contact Centre. Annual Christmas Party Tomorrow is our staff night out and everyone is looking forward to a relaxing evening. This yearly event allows our team to bound and to celebrate Christmas in style! Secret Santa Every year,

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Employee Survey 2017: Working together, growing together

Silvia Planella/ November 30, 2017

The frontline team in any organisation are an integral component and their feedback is vitally important. They are your eyes and ears of the organisation and can give you valuable feedback on aspects of your business that may be overlooked. Employee satisfaction surveys enable staff members to voice their opinion on a wide spectrum of activities that may impact on

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Case Study: Pharmaceutical Database Management (cleaning and updating contact information)

Silvia Planella/ November 29, 2017

Background: Clients description Our client is an American biopharmaceutical company that discovers, develops and commercializes therapeutics. For many years since the company was founded, the company concentrated primarily on antiviral drugs used in the treatment of HIV, hepatitis B, hepatitis C, and influenza. They seek to develop products that represent advancements by offering enhanced modes of delivery, more convenient treatment

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Arema Connect: More Space, New possibilities for your business

Silvia Planella/ November 17, 2017

“2017 has been a very strong year for us with one of our major e-commerce clients ramping up to a dedicated team for the Christmas season. Our management team were tasked with providing our client with 40 dedicated agents for an 8 week period. This involved 6 months of planning, promoting existing staff to team leader positions. We had to

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