Blogs by tag - Customer Service · Brook Street

How to write a winning profile summary for your contact centre CV
7 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
8 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...
Building contact centres of choice: Creating rewarding, balanced and fulfilling workplaces for all
10 months 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
10 months 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
11 months 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
about 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
about 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...
Webinar: Peering into the future: Forecasting 2024 for contact centre recruitment
about 1 year 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...
Contact Centre Stress Syndrome – what is it and how can you cope with it?
over 1 year 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...