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

Friday Update

Join us for our Friday Update and join our Industry Community Group Last Friday our members of both SWCCF & Call North West came together sharing support and insight into their first week of these unprecedented times. Here at the Forum we understand how important it is to support one another at these challenging times, so we would like to encourage you to join us on Fridays for an Update for just 30 minutes. We certainly felt encouraged by the online meet up and will look forward to it weekly. We will be checking in to see how everybody is doing. It is important that we continue to support our members, associates and industry contacts through the weeks bringing a … Read More

SWCCF Annual Awards 2020 Gala Dinner postponed until Thursday 1 October 2020

In light of the current situation we are all facing in managing our businesses against the risks associated with the Coronavirus, the SWCCF has made the difficult decision to reschedule the Awards Gala Dinner from 25 June to Thursday 1 October 2020. It is with regret that we have to make this announcement however,  we want to ensure that this remains the showcase event of the year by giving all the opportunity of getting involved which as we speak, could be difficult to ensure. Therefore we confirm that you have more time to get your entries in place and create more engagement in your businesses as the  following amends to the process  will apply: Closing date for entries Extended to Friday 31 JulyAwards Webinar … Read More

Nick Elston wows the AgentFest 2019 Audience

Calling out for help? by Nick Elston I recently had the extreme pleasure of being the Keynote Speaker for AgentFest 2019 – hosted by the South West Contact Centre Forum. This was a very poignant event for me to Speak at as over the past year or so I have been working more and more with organisations who have call centers. The challenges that they face; Increased absenteeism due to Mental Health. Lethargy & low confidence stemming from a lack of general Wellbeing. An expanding negative environment despite increased initiatives. Lack of positive engagement in Personal & Business Development schemes. A fluid workforce with a lack of consistency & performance. These are huge challenges, admittedly.  However, as those who work … Read More

Content Guru Sponsors SWCCF Awards and becomes Associate Member

As part of its continuing support for one of the UK’s largest contact centre and customer service hub regions, Content Guru has become an associate member of the South West Contact Centre Forum (SWCCF) and will be sponsoring their annual awards.  The SWCCF Awards is one the largest celebrations of success for the UK Contact Centre & Customer Service Industry. The glamorous black tie awards ceremony takes place at Aerospace Bristol with the celebration of industry success under the wings of the iconic Concorde.  The event highlights excellence across the region. A wide range of categories identify leaders in the industry who enable and provide award-winning customer service.  SWCCF is one of the leading indusry bodies for contact centre and … Read More