Customer
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Insights

Ensuring your business remains a reality, and doesn’t become a fairytale…

Money worries can affect wellbeing, absence and performance at work. So what can employers do to make financial support more useful – and conversations about money less difficult?

The cost of living crunch and a value generation opportunity. Are you responsible for a contract centre operation? Got enough on your plate just now coping with economic chaos, ongoing supply chain difficulties, recruitment and retention challenges, customer rage and challenged budgets?

Is TUPE being turned on its head post-pandemic, as we face challenges in recruitment and retention of quality people?

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

Kosovo is emerging as a credible outsourcing destination, with multilingual capability, competitive costs and a young workforce. But how does it compare with better-known Eastern European markets?

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?”

Amazon, Microsoft, Google and Meta were all moving deeper into contact centre technology. What could that mean for established vendors, competition and the shape of the market?

ISO certification can strengthen credibility and governance, but it also takes time, money and internal commitment. So when is it actually worth pursuing?

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.