Blogs by tag - Contact Centre · Brook Street

Unveiling the hidden potential of contact centres
2 days ago by Daniel Stack
The field is ripe with potential yet often cloaked in myth. Julia Morgan, Sales Director at Brook Street brings a fresh perspective to this discussion highlighting the hidden potential of contact centres.Julia shares insights into today’s contact centre industry and how the battle for talent is fierce with industries like hospitality measuring up as tempting alternatives. S...
Overcoming employee attrition in the UK contact centre industry
about 1 month ago by Daniel Stack
The conventional image of contact centre agents as merely order-takers or complaint-handlers is steadily dissipating. Contact centres have evolved into sophisticated, data-driven hubs that power some of the globe’s most thriving enterprises. Consequently, a plethora of diverse and engaging roles now abound within these centres, including frontline positions that directly en...
Webinar: Peering into the future: Forecasting 2024 for contact centre recruitment
2 months ago by Daniel Stack
In the ever-changing world of recruitment, staying abreast of the latest trends and innovations is a key driver of success, particularly in the contact centre industry. This is the perfect opportunity to get a crystal-clear vision of the evolution of contact centre recruitment in 2024. This roundtable provides a roadmap and insights into the emerging trends and challenges t...
Podcast: Navigating the virtual contact centre landscape
3 months ago by Daniel Stack
In a world constantly chasing innovation and convenience, the domain of customer service is undergoing a revolutionary transition. The once prevalent in-house contact centres are swiftly giving way to sophisticated virtual environments, crafting an entirely new blueprint for customer interaction.Our latest episode of the Big Question podcast dives deep into this formidable ...
Webinar: Reimagining contact centre success in 2024: Trends in recruitment, employee engagement and operational excellence
3 months ago by Daniel Stack
With the dawn of a new era in customer support, talent acquisition and technological integration, we invite you to join us on a journey into the future. We’re bringing contact centres into 2024, giving you a cutting-edge understanding of thriving trends that will not only revolutionise customer experience but also redefine employee engagement and operational efficiency. Our ...
Contact Centre Stress Syndrome – what is it and how can you cope with it?
5 months ago by Daniel Stack
Contact centres often present a high-pressure work environment and contact agents are frequently subject to acute levels of stress. Recently recognised as a real crisis, Contact Centre Stress Syndrome presents a fast-growing, job-related problem that can significantly impact employees’ mental and physical health.It’s not a fad, a meaningless complaint or just a passing issu...
Six benefits of working in a contact centre
7 months ago by Daniel Stack
Are you looking for a rewarding career path? Contact centre jobs offer a plethora of benefits, from developing transferrable skills to flexible working. In this blog, we’ll explore six advantages of working in a contact centre and how you can get started with your successful career.No experience required: One of the common issues with finding a job, especially for school lea...
Trends in Contact Centres and Customer Support
11 months ago by Daniel Stack
Customer Service operations are now forced to pivot to completely new ways of working. Advances in technology, rising customer expectations, and new-found employee empowerment are placing fresh and demanding challenges on the contact centre and customer service industry. Even as 81% of consumer respondents say they would sooner deal with a human agent instead of an automate...
Maximise your customer experience management
about 1 year ago by Daniel Stack
What is customer experience management?Call centres are the first point of contact for customer assistance and support and are frequently oversaturated with many duties and workers to oversee. Organisations need to look above and beyond client happiness to stay ahead of the competition. Successful leadership and management require appropriate planning, executing and streamli...