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Blog & Insights

Read the latest on making smart conversations happen in your contact centre.

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Your Team

14 Jun 2022

Poor mental health costs UK contact centres almost £1 billion each year

Those working in contact centre roles say that work-related poor mental wellbeing is making them less productive, including answering fewer calls and taking more sick days – costing the industry over £990m in lost productivity every year. That’s according to our new study, Duty of Care Gap. The contact centre industry is a huge contributor...

Industry Insights

05 May 2022

Supporting Customer Service Staff: Cost-of-Living Crisis

The pressure on customers is well-documented, but service staff need the full support of their business and guidance from their leaders during these difficult times too. The harsh reality of working within a customer-facing role is the abuse you may receive, sometimes on a daily basis. Physical or verbal abuse towards shop workers and call centre agents...

Your Team

29 Apr 2022

What to do about staff burnout

According to WebMD, “burnout is a form of exhaustion caused by constantly feeling swamped.”   That’s an apt description of the situation many contact centre leaders and advisors find themselves in right now. During Covid, contact centres became the frontline of customer communications, if they weren’t already.  Employees had to deal with more calls, and field...

Your Team

08 Apr 2022

How do I improve my contact centre recruitment strategy?

A recent survey of nearly 20,000 employers around the world found that almost 70% of businesses are having trouble hiring new employees, which is the highest level in 15 years. In the face of such a challenging recruitment climate, the contact centre industry is in a particularly tough position. Attrition in the UK industry –...

Your Team

17 Jan 2022

Three-quarters of customer-facing workers facing imminent burnout

Workers in customer-facing roles across the UK are facing burnout after months of being overworked and underappreciated, with no prospect of career progression. That’s according to our new study, Customer Engagement Burnout1, which surveyed 750 UK workers in customer-facing roles, including contact centre agents and those whose jobs regularly involve talking to customers over the...

Industry Insights

15 Nov 2021

How to improve call centre staff retention

For contact centres, retaining top talent is the key to hitting performance targets. It’s no secret that high turnover rates can lead to poor efficiency, customer complaints and increased operational costs.  So, how can you combat this challenge? Well, staff retention can be tricky but there are some effective strategies you can implement to encourage...

Your Team

07 Jul 2021

Are you about to lose your team?

Tipped to be the next big business challenge, keeping hold of your talented team members should be at the top of your agenda. According to a recent study, 74% of employees stayed in their current jobs purely out of security during the financial uncertainty of the pandemic. So, whilst the realisation for many staff sinks in, the last 18 months has been a case of...

Your Team

15 Jun 2021

Keep Contact Centre Agents Happy Post-Pandemic with WFH

One hallmark of the past 12 months has been the immediate shift to working from home (WFH) for the vast majority of people in clerical, administrative and office jobs, in order to support the commitment to maintaining social distance as much as possible. The emergence from lockdown will take time, even with the rollout of...

News

21 Jan 2021

Getting The Best Customer Service Whilst Remote Working

Are we at the beginning of the end, or the end of the beginning? As far as Covid-19 is concerned, nobody seems entirely sure. The vaccination rollout promises an eventual release from lockdown, but scientists remain cagey about when everyday life might properly resume. In the meantime, many of your sales and customer service staff...

Industry Insights

22 Apr 2020

Top 5 tips for running a remote contact centre

Many businesses are now operating remote or semi-remote (hybrid) working models. With that in mind, here are five top tips for running a remote contact centre. 1. Have your morning meeting everyday When you’re not all working in the same building, regular scheduled communication with your team becomes even more important. Luckily, tools like Zoom...

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