The impact of Covid-19 is mounting, politically, economically, culturally and socially. But while many yearn for a return to normal, others are considering what the new normal could, and should, look like. Our new thought leadership piece will analyse what this new normal will mean for organisations, how they can be prepared for the future, and more importantly how they can embrace this new way of working.

Whilst this year’s report makes for a very cheery read amongst talented candidates looking for contact centre work, it is unlikely to make for such easy reading with employers! The report clearly details a significant increase in salaries which reflects the heightened pressure that contact centres are under to attract and retain great people from an increasingly limited supply.

In summary, the recruitment challenge is heightening the already challenging skills gap and we absolutely expect the shortage of candidates to be the top recruitment challenge for contact centres this year.

Download the report in full for more information.

We are inviting all contact centres in the South West to join us for either a morning (9.30am - 1.30pm) or afternoon (12.30pm - 4.30pm) session where we will be sharing information and intel on the latest salary levels and benefits provided by employers in the region.

Customer Experience is rapidly emerging as a top priority for businesses who recognise that improved CX is a means to improve customer satisfaction, customer retention and to increase cross-selling and up-selling. In this study, we aimed to explore how committed a selection of the UK’s largest Insurance Companies are in delivering a great pre-agent caller experience.

With the public inquiry into the Grenfell Tower fire still ongoing, UK Housing Associations have never been more in the spotlight. In this study, we aimed to explore how committed a selection of the UK’s largest Housing Associations are in delivering a great pre-agent caller experience.