Insights

Insights

Balancing Efficiency and Human Authenticity

When artificial intelligence (AI) increasingly permeates our daily lives, questions about authenticity and human connection have come to the fore.…

How to Maintain Your Company’s Identity with Outsourced Customer Service

UK SMEs face a critical challenge: how to scale customer service operations without compromising their unique brand identity. As your…

Unleashing AI’s Full Potential in Customer Service: From Insights to Strategic Decision-Making

In the realm of customer service, artificial intelligence (AI) is often synonymous with chatbots. Yet, despite their rapid development, many…

A Transformative Shift: The Return to Home Soil

In recent years, the UK call centre landscape has undergone a remarkable transformation. We’ve witnessed first-hand the seismic shift as…

Elevating Customer Service: Key Metrics for Operational Excellence

Creating a frictionless customer experience is paramount. Many companies find themselves trapped in a web of inefficiencies and high costs,…

Key Insights from the McKinsey report Where is customer care in 2024

In 2024, businesses are navigating an intricate dance between maintaining the personal touch that customers crave and harnessing the power…

Navigating the Outsourcing Journey: Key Considerations for a Seamless Transition

Embarking on the path of outsourcing can feel like venturing into uncharted territory. However, with a well-crafted transition plan, this…

Outsourcing Customer Service: Safeguarding Your Data in the Digital Age

In the ever-evolving business landscape, outsourcing customer service has become more than just a cost-saving strategy. Today, Business Process Outsourcing…

Empowering Customer Service Agents: A Blueprint for Excellence in BPO

Empowering agents has become crucial for contact centres to deliver exceptional experiences. This is particularly true in the UK, where…

Explore options on scaling customer service

Exploring options for scaling customer service is not just a necessity; it’s a strategic imperative. Companies have to ensure that…

What are the key indicators that it’s the right time to outsource customer service?

Deciding when to outsource customer service is a crucial juncture for any business. Recognizing the right moment can significantly impact…

What are the best practices for managing an outsourced customer service team?

Outsourcing customer service can be a game-changer for businesses aiming to enhance efficiency, reduce costs, and boost customer satisfaction. Yet,…

A Guide For Unlocking Cost Savings Through Strategic Outsourcing

Imagine revolutionizing your customer service overnight, slashing costs, and boosting efficiency. This isn’t just a distant dream; it’s a tangible…

Navigating Cultural Nuances: A Guide for US Companies Offering Free Services in Europe

As a US company venturing into the European market, offering free services can be a powerful strategy to build customer…

Tips for Writing Effective Prompts in ChatGPT

Tips for Writing Effective Prompts in ChatGPT Are you new to using ChatGPT and looking for some inspiration, tips, and…

Navigating GDPR for Americans: Understanding Europe’s Data Protection Landscape Compared to US Laws

As an American business owner or professional, understanding the European Union’s General Data Protection Regulation (GDPR) is crucial if you…

Top view of creative professionals putting their hands together as a symbol of teamwork, cooperation and unity. Stack of hands of men and woman.

Part 3: Creating a Sustainable Work Environment in Customer Service

For many customers, environmental and climate issues are important. This presents an opportunity for companies to demonstrate their commitment to…

Abunch of hands all holding a figure that symbolize many unique customer dialogues.

Part 2: How Can Inclusive Customer Dialogues Increase Sustainability?

For many customers, environmental and climate issues are important. This is an opportunity for companies to demonstrate the same commitment…

Streamlining Customer Service: Key Strategies for Reduced Costs and Improved Customer Satisfaction

Many companies find themselves ensnared in a web of inefficiencies and high costs, often missing the mark on customer satisfaction…

Hands holding sapling in soil against black background

Part 1: How Can Customer Service Reduce Carbon Emissions?

For many customers, environmental and climate issues are important. This curates an opportunity for companies to demonstrate their commitment and,…

A sign that says "Awesome" pointing in one direction and "Less Awesome" pointing in another direction.

The 10 Most Effective Types of Customer Surveys

Customer surveys play a crucial role in gathering valuable feedback and improving customer experience. And there is no better way…

A series of notes detailing various aspects of providing an exceptional customer experience.

How to Provide an Exceptional Customer Experience: The Definitive Guide

In today’s competitive business environment, an outstanding customer experience (CX) is not just desirable but crucial. A company that consistently…

Two people shaking hands at an employment interview.

Strategic Talent Management for European Markets: Navigating Labor Laws

For American businesses expanding into European markets, understanding and navigating Europe’s labor laws is not just important—it’s critical for success.…

'Passion led us here' written on the ground

Expand Your Business into Europe: Our Best 8 Tips for Success

The European market presents an unparalleled opportunity for American businesses looking to expand globally. With a combined GDP of $17.1…

A smiling woman walking and using live chat on her mobile phone.

AI and Emotional Intelligence: The Future of Customer Service

“The right balance of digital and human customer service is the key to providing a seamless experience.” – [Hospitality Insights,…

Girl showing her e-commerce customer experience. She is smiling and looking at a product page.

Revitalising Retail: How 3C-Online Masterfully Enhances E-commerce Customer Experience [2024]

The digital revolution has reshaped the e-commerce customer experience and how we shop for clothing and fashion items. In the…

Woman in a customer service call centre wearing a headset

10 Tips For Those Who Want To Outsource Customer Service

Outsourcing customer service isn’t just a trend; it’s a strategic move that can redefine how your business operates. Imagine reducing…

Illustration of British Flag personified as agent working in a UK Call Centre.

The Great Return: Why UK Businesses Are Bringing Call Centres Back Home

In recent years, we’ve witnessed a significant trend in the UK customer service landscape: major companies are bringing their call…

Decision-Making Processes and Business Culture in the Nordics

Understanding Nordic business culture is crucial for successful market entry. The Nordic approach to business is characterized by several unique…

Emotional intelligence (EQ)

Emotional intelligence (EQ) – and what it’s got to do with customer service When it comes to the outsourcing of…

Outsourcing customer service in the UK – why you should keep it local

Outsourcing customer service is a strategic decision that can significantly impact your business operations and customer satisfaction. For companies considering…

2 women agreeing on an outsourcing contract

What’s the secret to efficiency and great value in outsourced customer service in the UK?

Achieving efficiency and value in outsourced customer service is not an elusive goal; it requires dedication and strategic action. Here’s…

Problem solving when times are tough – how we help businesses and managers cut costs and secure growth

It’s easy to get bogged down by the doom and gloom of news reporting, but complacency won’t help. Tough times…

3 women standing in line and using their phones.

Call Response Times: Setting the Standard for Customer Service Excellence

Call response times are a critical factor in delivering exceptional customer service. Quick, efficient responses in maintaining customer satisfaction and…

How the UK’s customer service crisis can be a golden opportunity for you

IRecent reports reveal that UK consumers are increasingly willing to pay a premium for excellent service, even amidst a cost-of-living…

Employee profile: meet Hampus Jonsson, sales agent at 3C Online

“It’s a very open-minded culture and we work independently a lot, which people value.” Meet Hampus Jonsson, sales agent, who…

2022 Employee Survey – we’re setting a new record!

Ahead of the 2021/22 financial year, we set up a bunch of new work environment goals. For a number of…

Employee profile: meet Jens Karlsson, customer service agent at 3C Online

“When you manage to turn a call around, it’s such a boost – that’s when you feel you’ve got the…

Breaking into the Nordics what you need to know

The Nordic region, comprising Sweden, Norway, Denmark, Finland, and Iceland, presents a lucrative opportunity for businesses looking to expand their…

How to succeed with appointment setting over the phone – our top five tips

How do you succeed with appointment setting? It’s about a lot of different factors, naturally, and if there was a…

Here’s how satisfied our customers are

The results from our autumn 2021 customer satisfaction survey The customer satisfaction survey that was carried out among our customers…

Customer service agents sitting and working from a communal desk

Who makes a good customer service agent?

“I talk all the time – I’d make a great customer service agent.” We hear that quite a lot. But…

The Hidden Complexity of Customer Service: Beyond the Basics

Many perceive customer service as straightforward, but its complexity often surprises those who delve deeper. At 3C Online, we unravel…

Case appointment setting

THAT’S HOW AN AUDITING FIRM GOT MORE NEW CLIENT MEETINGS One of the largest audit firms on the Swedish market…

Our takeaway from 2021: Dare to make demands

It’s been a tough year for most, but we look back at the year that’s passed and realise that some…

Why we have the best employee retention rate in the industry

In an industry that’s long been characterised by a stubborn profit focus without patience and foresight, with the result that…

Why camaraderie is key to our organisational culture

“The realisation that team work is everything on all levels, for everybody – that’s crucial,” says Janna Claesson. Janna…

Three ingredients that contribute to a pleasant workplace

All good things come in threes. That’s true also when it comes to the magical ingredients that together create a…

IKEA helps to prove our point about live chat

In 2022, when a 3C Online team member needed help finding the right doors for an IKEA wardrobe, they stumbled…

Boost customer success – how the helpdesk adds value

The race to scale while maintaining top-notch customer service is intense. Many companies think that they don’t need a service…

Facts over fiction: How to evaluate the real value of customer service

Wait times and handling times are commonly used as key indicators to evaluate customer service. But do these traditional figures…

Your expertise + our experience = increased conversion, sales and customer satisfaction

You’re an expert in all things digital – and yet, the customers keep on contacting you. We add the human…

How we helped a Swedish car dealer with human presence in their digital car dealership

Take the digital dealership of a car dealer selling Volkswagen, Audi, Skoda and more, and add human presence. What happens?…

2 call centre co-workers giving each other a high five

Killing the myth of the poor, disempowered call centre worker

Picture a call centre. You see rows and rows of desks in an open space, right? Flourescent lighting, a relentless…

Live Chat: The statistics that show your website needs it

We’re bound to tell you that you need a live chat function. After all, it’s one of our most popular…

young man in cafe checking his mobile phone

Why knowing your flaws is the secret to success

‘Out of the mouths of babes’, the saying goes – or ‘small children and drunk people’. Might we perhaps suggest…

How to avoid rampant customer service costs

Great news: the sales are up! Bad news: so are the customer service costs. Sad but logical reality, right? Not…

How brands with physical shops can be the winners in the digital commerce of the future

As e-commerce continues to grow and more and more customers get used to shopping online, are physical shops doomed? Are…

What’s in a promise? How your marketing informs our customer support

Delivering exceptional customer support is crucial for success. But “customer service” isn’t one-size-fits-all. Instead, it’s about meeting and exceeding the…

Why we help you to need us less

Like any agreement, the contract we draw up with new clients is based on careful analysis of their needs, the…

How we convert car dealer prospects to warm leads and sales

A potential customer comes across a digital ad, and their interest is piqued. But what happens next? With a live…

A shop without staff gets no customers

We’re all familiar with the experience of walking into a shop and being greeted by someone just inside the door,…

Family sitting on a sofa and looking and pointing at a computer screen.

How we know everything about our clients’ products

In the world of outsourced customer service, one question consistently arises: How do we know everything about our clients’ products?…

Insights

Insights

More information:

Contact us

More information: