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Kate Law spoke with Claire Thomlinson at Valda Energy, to explore their transformational journey through the Futures: Leadership Programme.

Stephen Yap, Research Director, launches our research exploring how industry leaders are responding to change and re-inventing their people strategy

Take a look at how organisations are navigating the balance between human and technological capabilities to build resilient, future-ready teams.

The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose.

With skills becoming the new global currency in the workforce, contact centres are taking advantage of the opportunity this paradigm shift provides.

Find out what industry leaders are predicting for the contact centre in 2025.

We invited senior industry leaders to come together to discuss their predictions for 2025. As a result, here are ten trends to watch.

The UK Government announced a groundbreaking budget on 30 October 2024 that was focused on supporting the working person.

Let’s take a look at how we can reverse customers’ perception of customer service quality.

New OFCOM regulations could also impact legitimate offshore and outsourced contact centres.