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.
Customer Contact Focus for Mid-Sized Businesses
In this research we explore the landscape of the medium-sized business in the UK and look at how these businesses are currently serving their customers.
Hybrid working advice from ACAS
ACAS have released guidance for organisations looking to introduce a permanent hybrid working model.
Working safely during coronavirus: Guidance from Step 4
The UK Government has just published updated guidance for the implementation of Step 4 to commence on 19 July.
Being agile in a hybrid contact centre environment
Access to the recording of the online seminar and the slides Capita presented.
The Evolution of the Contact Centre: Elevating the Front Line
How and why the contact centre has become elevated
Keeping workplaces safe as coronavirus (COVID-19) restrictions are eased
HSE guidance for keeping workplaces safe as coronavirus (COVID-19) restrictions are eased.
UK contact centres play key role in driving brand
Research from the CCMA, supported by Odigo, shows contact centres are imperative in building strong brand loyalty
Trust in a hybrid working model – Q&A
Some questions were raised that were not answered at the Trust in a hybrid working model seminar. Here are the answers.