Contact centre teams have adapted well to homeworking during lockdown shows new survey

Cardiff, UK, 13th April 2021.  Throughout lockdown, business leaders have debated the tricky issue of how best to engage and support their people while working from home.   However, according to a major new industry survey “The 2021 Contact Centre People Engagement Survey”, 81% of Agents/Advisers – and 56% of Directors/Managers – say that People Engagement in their Contact Centres is not a problem. 322 UK Contact Centre Directors, Managers, Agents and Advisers took part in the online study conducted by trade bodies the South West Contact Centre Forum and Call North West. Survey responses were collected between January 11th and March 12th 2021 and participants came from a broad range of Contact Centres from different industries. Separate detailed questionnaires were run … Read More

South West Contact Centre Forum and Call North West proudly present Mental Health & Wellbeing Insight Courses 2021 with Nick Elston

South West Contact Centre Forum and Call North West are delighted to share the work of a highly successful collaboration, a unique opportunity to become informed and well-prepared for your teams to best manage mental health and wellbeing. Make sure you  and your teams are prepared for the ‘new norm’, feeling confident to deal with personal and employee wellbeing. 10 great sessions – all designed to ensure they deliver maximum insight, including interactive Q&A throughout as well as an ‘Expert Guest Speaker’ who will join Nick on each session.

Happy Homeworkers Means Happy Customers

With all the talk about the future of the workplace it’s easy to forget why we’re here in the first place. “It’s about the customer, always” and at no time has that expression been more apt than in today’s turbulent economic times.  Forget to put the customer at the heart of what you do and there’ll be a thousand and one competitors keen to take their business away from you. So what can we do to make sure customers get the best possible service each and every time they make contact?  For starters, we can look after our people better as there’s plenty of evidence to show that there is a direct and strong correlation between employee and customer satisfaction.   A 2017 Aberdeen … Read More

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

Videcon launch Contact Centre Thermi-Scan Technology

We are pleased to announce that we have teamed up with Videcon, the UK’s leading developer, designer, and provider of safety & security solutions for businesses across the UK to offer members FREE back to work advice and health and safety suggestions in respect of Covid-19. For those of you considering installing temperature reading access control systems, check out Thermi-scan, a very competitively priced solution that can operate as a standalone solution (on a free standing plinth) or  one that can be simply and quickly swapped / integrated with any fob door entry system for little or no extra cost. It is a reliable and robust solution that helps ensure the welfare of staff returning to the workplace. As per the many conversations … Read More

FourNet advises public and private sector ‘now is the time’ to review COVID-19 tech decisions

Technology and remote-working decisions made by public and private sector organisations during the coronavirus lockdown should be revisited to maximise potential opportunities, now that more business premises are beginning to re-open. That’s the advice from award-winning cloud and managed services provider, FourNet, which has today published a new study that analyses what the ‘new normal’ will mean for organisations across Britain. FourNet – previously 4net Technologies – has examined how companies and public sector organisations have acted during the coronavirus lockdown and how they should prepare for the future. FourNet – a member of South West Contact Centre Forum – concludes that remote working will become the new normal for tens of thousands of people across Britain.  Richard Pennington, managing director at FourNet, said: “The rapid nature of the lockdown in Britain turned normal boardroom decision-making on its head. These decisions could have crucial consequences for business outcomes and security in the future.” … Read More

Unify Communications Honoured with Queen’s Award

These are odd and uncertain times, but amongst the uncertainty we’d love to share some good news. Unify Communications is a recipient of the 2020 Queen’s Award for Enterprise: Innovation.  Now in its 54th year, the Queen’s Awards for Enterprise are widely recognised as a highly valued mark of excellence – the highest UK Government accolade for a British business. Unify has been awarded a prize in the innovation category. CEO Russell Attwood comments: “We are honoured to have been included by the Prime Minister and Her Majesty the Queen on the list of businesses in this year’s Queen’s Awards for Enterprise. It’s tremendous recognition for our team to  have their hard work and expertise recognised in this way and a powerful … Read More

Webinar: Working from Home – tips, tricks and telephony

The Covid19 pandemic has impacted our industry and daily working lives. Call North West and South West Contact Centre Forum would like to invite you to join our industry leaders who will be sharing their strategies and best practice to effectively adapt, move forward and support everyone within your workforce community at this time.  We know that you are feeling the exact same pressures so join our community to keep our industry thriving at this time.  Pop it into your diary now: WORKING FROM HOME – TIPS, TRICKS & TELEPHONY WEBINAR22 APRIL 2020 @ 2PM Register here and await the webinar email invite – we are looking forward to seeing you there!

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  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