Customer
Contact
Insights

A new staffing challenge

Increasing sales conversion, the current and future role of analytics and quality management 12:30-13:15, 18 November 2021

Following our recent Hybrid Working webinar, we spent some time speaking with Alexandra Farmer, Head of Team and Solicitor at Ellis Whittam, the specialist Employment Law, HR and Health & Safety firm. She’s perfectly placed to share her insights about this important and topical subject.

Reducing the cost of customer engagement. What is the current and future role of Ai in delivering self-service and optimising contact centre resources 
Outsourcers: 13:00-13:45, 29 September 2021

Webinar 1  (Client only – not for outsourcers) Reducing the cost of customer engagement – what is the current and future role of Ai in delivering self-service and optimising contact centre resources 12:00-12:45, 29 September 2021

We interviewed Dr Lisa Ackerley, Chartered Environmental Health Practitioner a Chartered Environmental Health Practitioner for over 30 years. Ever since writing her PhD, Dr Lisa has been passionate about making a difference to public health by ensuring consumer hygiene issues are easy to understand.

Hybrid Working – Ensuring a secure, productive and low-risk working environment ‘Coffee table conversation’ webinar 12:30-13:15, 30 July 2021

We interviewed Charles Spencer, Principal Health & Safety Consultant at Ellis Whittam. He is a Chartered Member of IOSH and the Chartered Institute of Environmental Health (CIEH) and has a volunteer role as the CIEH representative for the BSI committee for Occupational Health and Safety Management Systems.

In all areas of business there is a periodic question: should we consolidate our supply chain or should we consciously seek to diversify?

Sam Ellerton is Regional Claims Leader and Senior Vice President at Lockton Companies LLP, the world’s largest privately owned independent insurance brokerage firm. Sam was a panelist in our homeworking webinar series and he is the ideal person to speak to about some of the risks facing customer service and contact businesses in a post-Covid working environment.

Following one of our recent webinars focusing on the future for the Contact Centre sector, we spoke to Julie Goddard about how businesses can build resilience to suit the changing work environment as teams return to office following an unprecedented twelve months of disruption.

Offshore, nearshore and onshore – choosing the outsource option that’s right for your business ‘Coffee table conversation’ webinar 12:30-13:15, 13 May 2021