Knowing What Good Looks Like
If leveraged effectively, the QA function can be a gold-mine of knowledge.
UK National Contact Centre Awards – highlights video
The UK National Contact Centre Awards winners were announced to over 700 industry professionals at The Brewery in London
So, has all the GDPR fuss finally finished – or just started?
The old Data Protection Act has been repealed and replaced with the new
And the award goes to …
When your name is called out as the “winner”, time seriously stops
Rise of robots threatens to terminate the UK call-centre workforce – or does it?
The Observer looks at the future of the contact centre industry – with Ann-Marie Stagg
Employee Engagement – it’s not just a nice to have
Today, it is rare to read HR or management press without some mention of employee engagement and why it is important.
GDPR – How it changes your contact centre
The General Data Protection Regulation (GDPR) changes the way organisations and their customers engage.
Ofcom: Persistent Misuse Policy
Understand what powers Ofcom has to take action against those who misuse electronic communications.
Managing short term absence
Peninsula offers 10 tips to help contact centres deal with sickness absence
Learndirect: Walking in your customers’ shoes
Training advisors to engage with customers delivered a 17% increase in call quality.