World Suicide Prevention Day
If you’re a team leader or employee who wants to do more, then we encourage you to download the guide and talk about suicide.
Part 4 | The Evolution of the Contact Centre
The CCMA has been tracking how the contact centre is evolving during times of real change. Download the fourth part.
Mastering Social Media Customer Service
Social media is a critical tool for delivering great customer service. Get prepared to serve customers on Facebook, Instagram, Twitter and WhatsApp.
Identifying and treating vulnerable customers fairly in financial services contact centres
Download this guide to vulnerable customers in the contact centre from Voyc
Ask the Experts: How the hybrid model impacts attrition and recruitment
Access to the recording of the Ask the Experts online seminar.
Guidance for firms on the fair treatment of vulnerable customers from FCA
Download the FCA’s principles for businesses
Caring for vulnerable customers – advice from Ofcom
Ofcom’s Fairness for Customers programme has best practice guidelines for dealing with vulnerable customers
What is a best practice approach to compliance and security in a hybrid operating model?
Access to the recording of the online seminar.
Developing your Emotional Intelligence old
Explore the basic principles of what makes us emotionally intelligent and how we can develop these all-important skills
Understanding Team Dynamics
Great contact centre teams are created by leaders that can understand the behaviours of others.