-
Strategic workforce development: Transforming customer care
10 days ago by Brook StreetRegardless of the business climate, investing in your people is the best way to overcome the current and future challenges in UK customer careIntensified by surging customer expectations, digital transformation and fierce competition for talent, UK contact centres (CC) and customer experience (CX) organisations face mounting workforce challenges. However, by implementing a ...
-
Building and Sustaining a Meaningful Career in the AI Age
17 days ago by Brook StreetIn our new AI Whitepaper, we discuss best practices for employers and employees alike, how to future-proof your career and concerns around AI and automation replacing human skills in the future. Spoiler alert: despite AgenticAI advances, humans are essential and human skills gaps exist. Want the full picture? Download our latest report on AI and the future of work now to di...
-
Humans in the age of customer care AI and automation
24 days ago by Brook StreetAdvanced technologies may be spreading rapidly across contact centres (CC) and customer experience (CX) businesses, but the human touch is still essential for successThe customer care industry has entered a new era, shaped by the rapid evolution and adoption of artificial intelligence (AI), automation and predictive analytics. In 2024, these technologies reached a tipping p...
-
When one door closes, another door opens: Opportunities amid challenges in UK Customer Care
about 1 month ago by Brook StreetInvest in people, embrace innovation and adapt to changeThe UK customer care landscape – in particular contact centres (CC) and customer experience (CX) organisations – is caught in a complex web of economic headwinds, workforce challenges and the accelerating march of technology. Against forecasts of continued economic sluggishness and soft consumer confidence, the sector ...
-
ManpowerGroup Employment Outlook Survey Q4 2025
about 1 month ago by ManpowerGroupUK trails in global hiring race, facing the world’s sharpest yearly and quarterly declineThe UK’s challenging labour market conditions are taking their toll on business confidence going into Q4. Our report reveals hiring demand falls again to just +11% (a decline of -17 percentage points YoY and -9 percentage points on the quarter) – the biggest drop in year-on-year planned...
-
The Future of Customer Care: Essential business trends for 2025
3 months ago by Brook StreetThe Brook Street 2025 customer care trends report is an analysis of current and future issues impacting employee recruitment and retention across the contact centre (CC) and customer experience (CX) sectors.The information in this guide is designed to help business leaders mitigate the current skills shortage and to create a resilient, more productive workforce.Read the rep...
-
Global Talent Barometer – 2025 UK report and key findings
4 months ago by Brook StreetWe’re excited to launch the second instalment of ManpowerGroup’s Global Talent Barometer! Based on survey responses from over 13.5K workers across 19 countries, including over 1K from the UK, the report reflects worker sentiment across three indices comprised of 12 distinct benchmarks. Now in its second installment, the Global Talent Barometer stands at 71% in the UK. Despi...
-
ManpowerGroup Employment Outlook Survey Q3 2025
4 months ago by ManpowerGroupThe only way is up: Employer hiring confidence hits rock bottom Employment confidence has plummeted across all sectors in the UK, with the latest ManpowerGroup Employment Outlook Survey showing a sharp decline in hiring intentions for the third quarter of 2025. UK employers report a hiring outlook of +19%, a positive albeit significantly reduced Outlook (-12%) from the prev...
-
Calling all leaders: How to turn the office into a magnet - not a mandate
5 months ago by Julia Morgan, Operations Director, Brook StreetBy: Julia Morgan, Operations Director, Brook StreetAfter five years of hybrid teams, fully remote crews and old-school office die-hards coexisting in the cocktail of workplace models that followed the pandemic, 2025 headlines are being flooded with talk of return-to-office mandates.Many companies are calling employees back, citing collaboration, productivity, culture and co...
