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Unveiling the hidden potential of contact centres
3 days ago by Brook StreetThe 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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Setting boundaries at work: The key to productivity and wellbeing
20 days ago by Brook StreetIn the modern workplace, the lines between professional and personal life can often blur. With the introduction of remote work and the pervasive nature of technology, employees find themselves grappling with constant connectivity, making it increasingly challenging to maintain a healthy work-life balance. In such an environment, setting boundaries at work has become paramoun...
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Overcoming employee attrition in the UK contact centre industry
about 1 month ago by Brook StreetThe 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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Podcast: Diversity in recruitment: Building an inclusive workforce
about 1 month ago by Brook StreetIn today’s multinational, multicultural world, diversity is not an option but a necessity and inclusion is not a buzzword but a defining factor for successful initiatives. They are the cornerstones for any organisation seeking to be a transformative force in their industry, fostering innovation, creativity and a vibrant workplace culture that makes every employee feel truly...
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ManpowerGroup Employment Outlook Survey – Q2 2024
about 1 month ago by ManpowerGroupUK Employment Outlook for Q2 2024 (April – June) is +23%, indicating cautious optimismBoth defensive and offensive hiring strategies are evident as managers adopt chess-like workforce planning tactics by backfilling roles due to employee departures (39%) versus actively creating new positions (36%) going into the next quarterSmall organisations demonstrate greatest appetite ...
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World of Work Outlook for Women in 2024
about 2 months ago by ManpowerGroupAlthough women are increasing their global economic power and entering the workforce in greater numbers, true gender parity is still far from a reality. In 2023, for every 100 men promoted from entry level to manager, just 87 women were promoted. Coupled with the fact that they often desire more flexibility than leaders are willing to give, 60% of women are considering leav...
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Court ushers: What they do and how to become one
2 months ago by Brook StreetExcellent communication, legal knowledge and patience. If you possess these skills, you may just have what it takes to be a court usher. Court ushers play a crucial role in maintaining order and providing hospitality in and outside of the courtroom. In this blog, we will delve into the significance of court ushers, explore how you can get into this career and examine the ski...
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Webinar: Peering into the future: Forecasting 2024 for contact centre recruitment
2 months ago by Brook StreetIn 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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Podcast: Navigating the virtual contact centre landscape
3 months ago by Brook StreetIn 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 ...