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Leadership, Employment & Resourcing

King’s Coronation bank holiday

Do employees have a right to time off on 8 May? Many Brits enjoyed not one but two additional bank holidays in 2022: one to mark the Queen’s Platinum Jubilee on Friday 3 June and another on 19 September, the date of Her Majesty Queen Elizabeth II’s State Funeral.

Leadership, Employment & Resourcing

Fair and unfair dismissals

When it comes to dismissing an employee, there are right and wrong ways to go about it. Get it wrong and you could find yourself in an Employment Tribunal.

Leadership, Employment & Resourcing

What’s in a name?

The power of names and why they matter? So, what’s in a name? At times, quite a lot! When we name things – especially things as fundamental as the jobs and activities we do for a living – we tell ourselves and the world something about how we regard that activity and ourselves.

Leadership, Employment & Resourcing

The rise of the ‘Super Agent’!

Over the past few years, we have heard the term ‘Super Agent’ increasingly mentioned. With technology reducing the requirement for low level agent customer interactions, more emphasis is being put on developing skilled representatives who are able to deal with more complex enquiries and scenarios which require the human touch.

Leadership, Employment & Resourcing

Workplace incivility

Who’d work in a contact centre when “everyone’s angry”?

Leadership, Employment & Resourcing

Is homeworking working?

Microsoft recently released some research that received lots of media attention including the BBC News

Leadership, Employment & Resourcing

Harpur Trust v Brazel

Supreme court confirms pro-rating holiday pay for part-year workers is unlawful

Leadership, Employment & Resourcing

Sick Note Legislation

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).

Musings

Insourcing – an opportunity hiding in plain sight?

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?”

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.