Inclusion and equity in a hybrid call centre model
What does it really feel like to work in a hybrid environment?
Planning contact centre resources in a hybrid model
The potential to work more flexible shift patterns and in remote locations has thrown resource planning into a new era.
Hybrid Working Series
Hybrid working is a major challenge right now which is why we have created a series of events and insight content pieces around it.
In Search of Effortless Customer Experiences
In this research we explore Effortless Customer Experiences
Part 4 | The Evolution of the Contact Centre Download
Download part 3 of the research
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.