The importance of Data Security in a Contact Centre

Contact centres are crucial for communication, customer service, and data management. Data breaches loom large, and regulations demand accountability, particularly in the UK, where laws like GDPR govern personal information handling. Therefore, it’s vital to secure data confidentiality and integrity in contact centres. Types of Data Security Hardware Security: In UK contact centres, hardware security […]

Meet The Team – New Business Manager, Neil Lucey

Meet The Team We asked Neil Lucey, our New Business Manager, a few questions to get to know him better. 1. What was your career background before joining BDM? Prior to joining BDM, I had a career spanning nearly 20 years in Sales and Marketing with a large part of it spent in the Telecoms […]

The Key To Handling Seasonal Customer Service Demands

Successfully navigating seasonal customer service demands is key to a business’s success. These surges bring both opportunities and challenges, and managing these fluctuations efficiently is key to maintaining customer satisfaction, optimising operations, and ensuring sustained growth. Understanding Seasonal Customer Service Peaks Seasonal peaks refer to periods of increased customer activity, which vary across different industries. […]

Enhancing Customer Satisfaction Results

Background We were requested by our international retailer client to provide help developing the customer satisfaction scores for their JLR (Jaguar Land Rover) businesses. The business was achieving Customer satisfaction results (CSI) lower than they felt comfortable with and had identified this as a key area for business retention, growth, and enhanced profitability. The approach […]