Customer
Contact
Insights

Rebuilding the best business.

Delivering a consistent service, whilst dealing with discontinuity.

Tips on supporting contact centre workers.

Preparing business for a return to the office.

Contact centres who have moved quickly to wholly distribute their workforce are still faced with massive operational challenges including erratic levels of demand, huge changes to channel usage and how to engage, motivate and support staff without a physical connection. But there are also key and often pressing regulatory and compliance questions to be understood and addressed.

The business landscape in the UK is changing on a daily basis, as a result of the Covid 19 virus. Despite non-essential shops being closed and new restrictions on movement across the UK, there is still an inevitable demand for customer service.