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Knowing when to ask for help is something that many people struggle with, but in tough times it can be transformational.

Following on from my previous article exploring Eastern Europe’s rising popularity as an outsourcing destination of choice, I thought it would be prudent to explore both the known and lesser known countries of the region and lift the lid on what they bring to the outsourcing community. So this time, we explore Kosovo.

Under new legislation introduced on 1 July, a wider range of healthcare professionals (HCPs) – including nurses, occupational therapists, pharmacists and physiotherapists – now have the power to certify fit notes (aka sick notes).

It’s not going to be another GDPR! As stated in the Queen’s Speech earlier this summer, the Government’s new Data Reform Bill promises to “…boost British business, protect consumers and seize the benefits of Brexit”, which all sounds wonderful.

At Contact Centre Panel, we are fortunate to have many conversations each month with our clients and partners, we enjoy discussing what is happening specifically in businesses but love talking about industry trends and what the future of CX looks like. So last week, I was stopped in my tracks when a partner asked, “what about insourcing at the moment?”

In February and March 2022 two more of the top 5 global tech’ giants joined Amazon and Microsoft by announcing their entry into the customer management and contact centre technology space. One of those giants was Meta, the other Google.

You might be thinking, that ISO thing I’ve heard so many people talking about, what is it? Is it worth it?

The rapid move to homeworking in the pandemic, saw a big reduction in pollution caused by business travel. The International Energy Agency (IEA) recorded an 8% fall in CO2 emissions in 2020 due to this change of behaviour.

The BBC recently reported something that to my mind had already happened a while back, making WhatsApp available to businesses so that they can interact with the customers

The last two years have put tremendous pressure on the employer-employee relationship. From vaccination to workplace safety measures, the pandemic has introduced plenty of new potential sources of conflict, and in many cases, employers’ COVID response and their handling of COVID-related issues continue to be a source of resentment.

Rising billing, growing fuel poverty and a new quarterly price cap update.

Never ask your employees to do something you wouldn’t be willing to do yourself