Welcome to our Call Centre blog!
CCMA Awards 2021 – Our worthy nomination for Team Leader of the Year
Each year we look forward to the Customer Contact Management Association (CCMA) Awards. The CCMA promotes collaboration, shared learning and best practice for customer contact and shared services organisations in Ireland. The annual industry awards are a fantastic way...
Celebrating 20 years of great conversations!
20 years in business is a huge milestone for any organisation. There is no magic formula as to what makes businesses succeed, however, what is definitely required is hard work and determination. One could say that Arema Connect is a testament to the saying that great...
Retaining top talent to enhance Customer Service
This week is Customer Service Week, which is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. At Arema Connect, we pride ourselves on having one of the highest staff retention rates...
Hybrid Working is Here to Stay
As many employees have begun their return to on-site offices, organisations now have to embrace the ever-changing working environments. Different working environments may suit different people, jobs and responsibilities so it is vital that management take such...
Why Ecommerce Customer Support is so Important
When was the last time you purchased a product or service online? A minute ago? An hour ago? Yesterday? Not too long ago, I am sure. This alone will highlight to you how crucial it is to have an ecommerce presence to optimise your offerings and broaden your brand....
Another Green Awards Shortlist for the Arema Team
Here at Arema Connect we are passionate about sustainability and caring for the environment in which we operate. We are delighted to be shortlisted in the Green Awards in the category of Green Medium Sized Organisation of the Year, for 2 consecutive years in a row. ...
Arema Connect is the new proud sponsor of Delany’s GAA Club
At Arema Connect, we place an emphasis on giving back to the local community. In recent times we understand that it has been more difficult for charities and clubs to fundraise, and now more than ever these organisations rely on the generosity of the general public...
Ecommerce Customer Support – What you need to know.
Electronic Commerce, better known as ecommerce is any form of business transaction that is completed via the internet. Ecommerce is generally the buying and selling of goods and services online through electronic devices. In today's world technology is an...
Arema Connect’s Fundraiser for our four legged friends
At Arema Connect we place an emphasis on giving back to the community in which we operate by supporting local charities and initiatives. Throughout the year we hold fundraisers to support many worthy causes, these have included MS Ireland, Alzheimer's Ireland and The...
Empowering Women in the Contact Centre Industry
Each year on the 8th of March we celebrate International Women’s Day. Founded in 1911 this international day sets out to celebrate women’s achievements, raising awareness about women’s equality as well as bringing attention to female-focused charities. Over the last...
The benefits of a top-class Customer Experience (CX)
In a recent blog, we spoke about our top tips to improve your brand’s Customer Experience (CX), now we are going to examine the benefits of a top-class Customer Experience. Top-class CXs are planned, reviewed and continuously improved. Brands who place an emphasis on...
Employee Appreciation at Arema Connect
With Valentine’s day fast approaching and with love and appreciation for others in the air, we thought it would be appropriate to take some time to pay particular attention to our most valuable asset, our employees and recognise their efforts over the past year. Arema...
Customer Experience (CX) 101
Forrester defines Customer Experience (CX) as‘ How customers perceive their interactions with your company.’ Traditionally CX was greatly defined by in-store interactions when buying goods and services. Some might say these were much simpler times, personalisation was...
Contact Centre Trends 2021
As 2021 begins we analyse our predicted trends for the coming year along with trends that took our contact centres by storm throughout 2020. Contact centres have had to totally pivot their organisational models in 2020 to adapt to unprecedented changes, but we are...
Reflecting on our highlights from 2020
This year brought with it much change and uncertainty. ‘You are on mute’ became the most spoken words of 2020, our tea time chats were halted and for many working from home became the new normal. Of course, there were some challenges and obstacles along the way. We...
Rebel The Elf joins the Arema Connect Team
Over the last few weeks, we have had a new addition to the Arema Connect team - Rebel the Elf. She has been on hand to support our clients’ customers on a 24x7 basis by phone, email and live chat. Check out our Christmas video here featuring Rebel The Elf, we hope...
Two thumbs up for our ISO 9001 & 27001 recertifications
This month we were delighted to be recertified with the ISO 27001:2013 for Information Security Management and the ISO 9001:2015 for Quality Management. These certifications show our commitment to both Quality and Information Security throughout our organisation. ISO...
The Customer Support Teams who save Christmas!
It’s that time of year again, where the Christmas rush starts to begin and it commenced last week with Black Friday marking the official start of the Christmas period. eCommerce sales are likely to be dominated by online Christmas shopping this year. With the closure...