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 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

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