Customer
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Insights

Business Management & Continuity

The cost-of-living crisis

Balancing debt recovery with customer and colleague support. It’s difficult to ignore or be unaware of the ‘Cost-of-Living Crisis’. It’s everywhere, television, LinkedIn, radio, media platforms, and is inescapable.

Customer experience

Peak demand handling – the role of voice

As sure as night follows day, autumn follows summer, the nights get longer and thoughts for many will turn to handling peak demand, or for those who’ve just been through a peak – reviewing how it went and learning lessons for the next one.

Business Management & Continuity

The Triple Threat

3 key challenges facing contact centres

Business Management & Continuity

Unicorns

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

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.

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.