Huntswood’s Complaints Outlook 2019 Industry Report
Huntswood’s Complaints Outlook 2019 is the definitive guide to the UK complaint handling landscape.
operation
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: Sham Aziz on contact centre operating models
Selfridge’s Head of Customer Service on 17 years leading teams for great companies.
Breaking the mould on staff turnover
There is one overlooked reason for staff turnover we discovered …
The world 25 years ago
As it’s our 25th birthday year, I was reflecting on the world 25 years ago.
CCMA celebrates 25 years as advocates of the contact centre industry
CCMA announces 25 years of being at the forefront of the UK contact centre industry
Knowing What Good Looks Like
If leveraged effectively, the QA function can be a gold-mine of knowledge.
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The old Data Protection Act has been repealed and replaced with the new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
GDPR – How it changes your contact centre
The General Data Protection Regulation (GDPR) changes the way organisations and their customers engage.