Emergency Communication Plan

Does Your Business Have an Emergency Communications Plan?

Communication is key in most businesses. Without it, our supply chain, staff, customers and, ultimately, our profits all suffer. Therefore, a strategic and well-tested emergency communications plan is essential for helping our staff respond well in a crisis. Not having an effective emergency communications plan in place makes disasters even more dangerous and expensive. Developing an effective plan now mitigates…

Call Centre Predictions

Call Centre Predictions for 2020

Earlier this month, we took some time to reflect on the year gone by and report on some of the biggest call centre trends we saw in 2019. We recognised an increase in cloud-based call centres, a rise in social media conversations and more innovative ways to involve artificial intelligence as well as more developments in analytics tools. 2020 is…

Merry Christmas from Porthlas

Merry Christmas from Porthlas

Porthlas would like to thank all our clients, suppliers and technology partners. We’ve had another great year, with continued growth and success. Businesses are made up of people, and we are firm believers in connecting with people and their businesses and working with them to deliver a technical solution that ticks all the boxes, rather than just sticking in another…

Call Centre Wait Times

Reducing Call Centre Wait Times

The longer your customers wait, the less important they feel. Sure, “Sorry to keep you waiting” or “Your call is important to us” helps reassure them, but does it really make any difference? Average Wait Time (AWT) has become a key performance indicator for contact centres letting managers and staff know exactly how long customers are waiting for their calls…

Call Centre Trends of 2019

Call Centre Trends of 2019

The end of 2019 is closing in and we are starting to look back at how the communications landscape has changed. 2019 has been the year of strategic thinking with cloud communications and virtual agents providing better analytics, more social media conversations and more innovative ways to involve artificial intelligence. As such, we have seen a number of trends that…

Fibre-Optic Broadband

Does My Business Need Fibre Optic Broadband?

Since the Internet first became widely available, the way in which we use it has evolved rapidly. The Internet is no longer just a database of simple text-based directories, but a platform for a plethora of multimedia applications; sophisticated apps, advanced eCommerce solutions, social media, video sharing, music streaming and, perhaps most importantly, communication. Modern businesses are harvesting the power…