89% of UK Contact Centre leaders say that the Covid-19 crisis has changed the UK Contact Centre industry forever.

Cardiff, UK, 28th July 2020.  According to a major new industry survey “What Will Your Contact Centre Be Like Post Lockdown?”, 77% of contact centres had 50% or more of their employees working from home during the current Covid-19 crisis with 62% stating that, if there was a second wave, they needed to understand how to do homeworking better.  Recognising the significant impact of the current crisis on the future of the industry, 83% of contact centre leaders said that they will be revising their Business Continuity Strategy/Plan to address the possibility of subsequent waves of Coronavirus – with 56% of stating that they should use technology to manage customer contacts more effectively.  40% said that they were planning to … Read More

Making a Success of Contact Centre Home-working

Mark Walton, Sensee While there aren’t many official rules that businesses must adhere to during the Coronavirus (Covid-19) crisis, there is plenty of helpful advice. On 11th March, for example, The Chartered Institute of Personnel Development issued a factsheet to help businesses support their operations and workforce https://www.cipd.co.uk/knowledge/fundamentals/emp-law/health-safety/coronavirus-factsheet.  In a section entitled “Develop flexible resourcing plans” the CIPD recommends developing “strategies to maximise the amount of home working to prevent the spread of infection”. For many management roles, transitioning to home-based working will be as simple as ensuring managers have a reliable computer and phone.  For contact centre operations, however, switching to homeworking – and doing so with scalability and cost-efficiency – is a lot more complex. As a home-based … Read More

Friday Update

Join us for our Friday Update and join our Industry Community Group https://lnkd.in/eQhTNwg South West & Northern Contact Centres Join Us at 11am for ‘Friday Update’  30 minutes of valuable insight – Friday Update always worthwhile attending whilst such change is taking place in every contact centre operation throughout the UK Friday Update – the weekly session bringing a space to ask questions, share insights and support one another journey.  Each week we cover different subject matter giving all the chance to comment throughout an insightful and worthwhile session. Join contact centre professionals from around the UK, who connect to discuss the latest in topical issues as the industry strives to establish the ‘new normal’ We are back this Friday at 11am for the … Read More