Blogs by tag - Contact Centre · Brook Street

The Future of Customer Care: Essential business trends for 2025
about 1 month ago by Daniel Stack
The 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...
How to write a winning profile summary for your contact centre CV
11 months ago by Daniel Stack
When writing a contact centre profile summary for your CV, aim to highlight your skills, experience and key attributes that align with the role you’re applying for. Remember that recruiters will scan your CV for the keywords they’re looking for,so make sure to include relevant ones throughout your CV, including in your profile summary.Take a look at our step-by-step instruc...
‘Difficult customers’: what are they and how to deal with them
12 months ago by Daniel Stack
Dealing with difficult customers is an inevitable part of working in a contact centre. While challenging interactions can be stressful, they also present an opportunity to turn negative situations into positive outcomes. Truth is, we’ve probably all been a ‘difficult customer’ at one time or another, when experiencing unresolved issues with a service provider, billing error...
How to connect with customers over the phone: A guide for contact centre workers
12 months ago by Daniel Stack
We might be living in a digital age, but customer service over the phone remains a crucial touchpoint for businesses. Despite the rise of self-service platforms and chatbots, many customers still prefer the human touch of speaking to a ‘real person’. For contact centre workers, establishing a connection with customers over the phone is essential to delivering a positive exp...
Building contact centres of choice: Creating rewarding, balanced and fulfilling workplaces for all
about 1 year ago by Daniel Stack
In today’s dynamic work environment, contact centre (CC) agents are seeking more than just a monthly wage. They want work that aligns with their lifestyles, provides growth opportunities and respects their personal needs and values. As CCs grapple with high attrition rates and a competitive job market, creating a workplace that meets these demands is not just beneficial but ...
How to nail a contact centre interview: Your ultimate guide
about 1 year ago by Daniel Stack
When people panic about a product or service, contact centre staff are often among the first to deal with it. It’s no secret that a customer’s interaction with a company directly influences their sense of trust and loyalty – and great contact centre staff can help companies stand out!These roles offer valuable customer service experience, but they also provide opportunities ...
Retain, engage, succeed: Decoding attrition in contact centres
about 1 year ago by Daniel Stack
The UK’s talent shortage, which has persisted for many years, has been aggravated by the COVID-19 pandemic. As the world of work continues to evolve post-pandemic, the dynamic between employers and employees has changed significantly. Workers now hold more power, and when their needs are not met, they are quick to leave. This trend is especially impactful for industries with...
Unveiling the hidden potential of contact centres
over 1 year 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
over 1 year 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...