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3 ways to thrive during a recession
about 21 hours ago by Daniel Stack2020. The year everyone will remember. The pandemic has hit us all in different ways, and now it’s been announced that the UK is officially in a recession. Business owners, Board members and staff are all nervous, and unemployment is at an all-time high. Having said this, there are ways to thrive during a recession… Focus on what your business does best It is easy to panic a...
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Contact Centre Virtual Roundtable - Diversity & Inclusion in the Contact Centre - Push or Pull?
10 days ago by Kevin MinnisThe events of 2020 have brought diversity and Inclusion (D&I) to the forefront for many organisations. The global outbreak of COVID-19 forced many longstanding beliefs and practices to be reconsidered and reconstructed in a matter of days or weeks. Similarly, events catalysed in the US in May and the subsequent focus on the Black Lives Matter (BLM) movement globally, has pus...
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How the Contact Centre market has changed during COVID-19
25 days ago by Daniel StackThe contact centre environment has changed dramatically as a result of COVID-19. As such, the ways in which contact centres operate have also changed. From employees working remotely, to having a larger pool of candidates to choose from and new digital hiring processes – contact centres have had to adapt and diversify. Below we explore some of the main challenges contact cen...
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Maintaining a strong employer brand in a candidate flooded market
about 1 month ago by Kevin MinnisAs the Bank of England recently set out its yearly annual economic forecasts, its projection that unemployment would reach 7.5% by the end of 2020 casts a very different picture to the one we saw pre the global health crisis. Prior to the COVID-19 outbreak, the UK was experiencing the tightest labour market in a generation, with talent shortages in key skills across a range ...
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Thinking differently about what workers want
about 1 month ago by Kevin MinnisThe COVID-19 crisis has done little to slow the increasing appetite for flexibility among UK workers. While the transition to remote working has brought many challenges – balancing work and parental responsibilities, maintaining our mental health – it’s a change that many workers have embraced, and one that has them stating their claim for more flexibility in future. But how...
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Is COVID-19 impacting the UK gender pay gap?
about 2 months ago by Kevin MinnisCovid-19 has not only had devastating health consequences; since March 2020 we have seen that the economic repercussions of the pandemic are also placing unprecedented pressure on the world of work. But recent research suggests that in, the United Kingdom, this pressure isn’t being distributed equally across the workforce. To date, women have suffered a larger fall in earnin...
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How to ensure Generation Z is not lost to the pandemic
about 2 months ago by Kevin MinnisWhen the UK Chancellor unveiled a £2bn ‘kick start jobs scheme’ for young people in early July – which will see the government subsidise job placements for 16-24 year-olds on Universal Credit – it was done so with the goal of preventing an entire generation being “left behind” from COVID-19. Like in the 2008 financial crisis, where the path to career growth was limited for m...
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Contact Centre Virtual Roundtable
2 months ago by Sonja TownsendCoronavirus has forced unprecedented change upon the contact centre. The sector which employs c. 1.3 million Britons, has very quickly had to adapt to a decentralised way of working. Prior to the pandemic only around 10-20% of the UK contact centre workforce worked from home, according to the CCMA. The sector had to quickly adapt, testing every prior technology and tool in t...
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Social care in a time of change
2 months ago by Kevin MinnisDuring the second quarter of 2020 the critical role the care sector plays in the wider health and social care landscape has become apparent to all. Today it sits – quite rightly – alongside the health sector as an integral part in society. Yet the sector faces significant pressures: vacancies are running at 8% (or around 122,000) a year; one in four care workers may be looki...
