“How can I help?”: Using Applied Linguistics Research in Call Centres

Whether it’s our scepticism of cold calls, exasperation with prolonged waiting times or general frustration with bureaucratic processes, we’ve all had our issues with call centres at one point or another. Whilst recent developments in technology have given us new and innovative platforms through which to engage with organisations, such as web chats and social …

#Follow4Follow: The Business of Social Media

You do not have to look far to find useful statistics to demonstrate the prevalent use of social media, across our working and social lives. Smart Insights for example, tells us that as of January 2017 there were 2.8 billion active social media users, a 21% increase on the number of users from the previous …

What emails reveal about your interactional style

Writing emails can be a tricky business. Are you guilty of unwittingly pressing a ‘send’ button before realising that the message that you’ve just sent is ambiguous or might be taken the wrong way? On the other side of the spectrum, there’s spending precious hours of your working week re-reading and re-writing emails and agonising …

Picture this: the rise of emojis. Will businesses follow?

Following the news that emoji might just be the fastest growing language in the UK and that elements of it might feature alongside the ‘like’ button on Facebook, using emoji is no longer sporadic or uncommon. A new study conducted by Emogi reveals that more and more people of different ages are using it to …