Coronavirus – guidance for members
Guidance notes for members to help deal with the challenges of COVID-19.
Guide to Gamification Greatness
Gamification can have a tremendous positive impact on employee engagement.
Leveraging Bot Technology in UK Customer Experience
New technologies such as Bots can revolutionise contact centre interactions, but also carry risks.
Meet the team behind the ECCCSAs
Martin meets Ann-Marie Stagg and hears how the ECCCSAs are organised.
Huntswood’s Complaints Outlook 2019 Industry Report
Huntswood’s Complaints Outlook 2019 is the definitive guide to the UK complaint handling landscape.
Get out of Wrap: Mark Healey on training and change
Mark talks training, his journey from agent to training SME, change and much much more.
Get out of Wrap: James Revell on attracting and retaining talent
James is a multiple award winning leader at Air France – KLM
Take part in the 17th UK Contact Centre Decision-Makers Guide study
Fill in the survey and get the report for free.
Get out of Wrap: Sham Aziz on contact centre operating models
Selfridge’s Head of Customer Service on 17 years leading teams for great companies.
Get out of Wrap: Helen Ginman on mental health
Martin talks to Helen about the challenges for contact centres and how to encourage positive wellbeing.