The migration to homeworking has revealed a new level of trust between organisations and their workforce. Contact centre leaders had no choice but to trust their workforce when side-by-side floor walking and listening in was no longer possible. And colleagues demonstrated just how trustworthy they are.

At a CCMA roundtable in March 2021 with contact centre leaders, the question was raised whether this level of trust was sustainable. The evidence suggested that it created a much more effective, more productive and more engaging workforce and that there was a great deal of hope that it would be part of the new hybrid model.

But is this level of trust already under threat? To debate this, last month we brought together two organisations that have renewed their operating model to one that is a genuine hybrid, built on trust and engagement.

In this highly interactive debate, Catherine Lindsay, Head of Customer Experience at Hitachi Capital and and Patricia Sanchez-Diaz from British Gas shared the transformational journey’s that these two organisations are on and we gave you an opportunity to ask them, and Mark Walton, CEO at Sensée (famous for its 100% work-from-home model) questions to support your own journey.

Some questions were raised that were not answered at the time. Here are the answers that you can download here.

For me, the contact centre is the most valuable function in a business. There are two main reasons why this is the case. The first is that the contact centre, as the hub of all customer interactions, is also at the centre of all the insights a business gathers. The second, more prosaic reason, is that customers still want to forge human connections with the brands they do business with. To make this vision a reality, however, we need to reverse the recent alarming slump in customers’ perception of customer service quality. Let’s take a look at how.

The Contact Centre Renaissance: Why Human Connection Matters More Than Ever

For me, the contact centre is the most valuable function in a business. There are two main reasons why this is the case. The first is that the contact centre, as the hub of all customer interactions, is also at the centre of all the insights a business gathers. The second, more prosaic reason, is that customers still want to forge human connections with the brands they do business with. To make this vision a reality, however, we need to reverse the recent alarming slump in customers’ perception of customer service quality. Let’s take a look at how.

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The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose. Because today’s contact centre is driven by the need for an agile, responsive service delivery, the thinking goes that leadership must exist at every level of the organisation – as close as possible to where decisions need to be made.

Empowering Contact Centre Leadership at Every Level

The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose. Because today’s contact centre is driven by the need for an agile, responsive service delivery, the thinking goes that leadership must exist at every level of the organisation – as close as possible to where decisions need to be made.

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New OFCOM regulations designed to hamper the ability of overseas spam callers to ‘spoof’ UK phone numbers could also impact legitimate offshore and outsourced contact centres.

Navigating The New OFCOM Rules For UK Businesses Calling From Offshore

New OFCOM regulations designed to hamper the ability of overseas spam callers to ‘spoof’ UK phone numbers could also impact legitimate offshore and outsourced contact centres.

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