Why Building a Leadership Pipeline Matters More Than Ever
Your colleagues may not see themselves as leaders yet, but with structured development, they become the foundation of consistent leadership.
The New Core Competencies: How Technology is Redefining Contact Centre Skills
Insights from CCMA’s People Agenda SIG highlighted how technology is reshaping the skills needed for the workforce of tomorrow.
Growing Leadership from Within – Why it’s Worth the Investment
Your colleagues may not see themselves as leaders yet, but with structured development, they become the foundation of consistent leadership.
Good Practice Guide: How to Build Trusted and Secure Communications with Outbound Calls
Explore how contact centres can build trusted and secure outbound communications.
UK Employment Law Changes – Six Considerations for Contact Centres
Peninsula UK’s Employment Services Director, Kate Palmer, joined Leigh Hopwood to break down what’s coming up and how to prepare.
Consumer Duty – A Catalyst for Transforming Insurance Operations
Consumer Duty has the potential to reshape the industry – prompting insurers to become more efficient, customer-centric and ready for the future.
Watch: Developing Frontline Skills for Complex Conversations
There are other skills that are increasingly needed by the frontline today. Watch the online seminar to find out.
The New Customer Experience Challenge – Creating Digital and Data–Led Interactions
Explore the importance of viewing CX technologies as essential investments for efficiency and profitability.
From Cost Centre to Competitive Edge: How Contact Centre Data Drives Strategy
Discover how contact centre data can transform customer service into a strategic advantage.
The UK Contact Centre Outsourcing Report 2025
Now available to all – download the UK Contact Centre Outsourcing Report 2025 and dive into the UK contact centre outsourcing landscape.