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Unveiling the hidden potential of contact centres
5 days ago by Daniel StackThe 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...
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Overcoming employee attrition in the UK contact centre industry
about 1 month ago by Daniel StackThe 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...
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Webinar: Peering into the future: Forecasting 2024 for contact centre recruitment
2 months ago by Daniel StackIn 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...
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Contact Centre Stress Syndrome – what is it and how can you cope with it?
5 months ago by Daniel StackContact 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...
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Six benefits of working in a contact centre
7 months ago by Daniel StackAre 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...
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Trends in Contact Centres and Customer Support
12 months ago by Daniel StackCustomer 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...
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Contact Centre: Enabling your business through social media
about 1 year ago by Daniel StackCustomers expect to receive exceptional service and assistance through all social media channels. Simply having a social media presence is only one part of a strategy. Organisations need to plan for proactively reaching customers online and integrating social media into their everyday duties.Businesses effectively communicate with present and potential customers through soc...
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Virtual contact centres and remote working: A winning combination...
about 1 year ago by Daniel StackRemote work has become the new norm for many of us. Our latest MEOS report, anticipates that the demand for talent in the communication services industry will continue to increase as contact centres continue to adopt a remote working model. With an increase in staffing levels, needs have changed for the CC&CS industry, where 24/7 service availability is expected and work pa...
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Seven ways to deliver successful omnichannel customer service
about 1 year ago by Daniel StackCustomers want the best. Is it enough to simply be there for customers when they need you?Increasingly, organisations must anticipate customer needs and deliver what they want, even if that means prioritising satisfaction over sales or profits in the short term.If you want to succeed in today’s market, you need an omnichannel customer service program that works across all yo...