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These gems are based on a lifetime’s experience of call centres.  In recent experience, Waitrose, Sainsbury’s, Vodafone, Carphone Warehouse, Samsung and the RAC have all inspired me to put fingers to keyboard. 1        Always remember that the purpose of your call centre is... Read More

At my request, I was called the other day by someone (“Laura”) from the Talktalk chief executive’s office.  I had complained that, through apparent negligence, Talktalk had allowed my personal financial information to be hacked by criminals not once, but three times in the past... Read More