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Industry & CCP News

The beginning of ‘the big change’

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.

Compliance & Governance

ISO – make it so?

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

Business Management & Continuity

Creating a greener and more sustainable contact centre

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.

Industry & CCP News

WhatsApp Business in the news

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

Leadership, Employment & Resourcing

Dealing with workplace disputes: 5 policies your business needs

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.

Leadership, Employment & Resourcing

If you want a job doing…

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

Compliance & Governance

ICO fines – impact on sales and marketing to older consumers

First, some history…a few weeks ago, the Information Commissioner’s Office (ICO) announced a series of related fines on firms using illegal telemarketing tactics. Five firms in the appliance warranty insurance sector were fined a total of £405,000. And at least one of them appears to have already gone out of business.

Leadership, Employment & Resourcing

Multilingual recruitment: Overcoming the challenge

If you’re running a contact centre, especially one providing multilingual services, the dominant news themes of the past few years, Brexit, The ‘Great Resignation’ and War, have all compounded to make a challenging job even more difficult.