Workers in customer-facing roles across the UK are facing burnout after months of being overworked and underappreciated, with no prospect of career progression. That’s according to our new study, Customer Engagement Burnout1, which surveyed 750 UK workers in customer-facing roles, including contact centre agents and…

For the last two years the contact centre industry, like every other, has been focused on coping with an unprecedented crisis.   It began with a hectic period of fire fighting, and by the end of 2020 no one had enough energy or headspace to look up…

A guide to recruiting the best talent for your contact centre and managing your workforce effectively. The UK’s contact centre industry is notorious for its high turnover of staff. It’s time for industry change. In this free to download ebook, you’ll discover how to recruit…

In the 1970s, big players in the burgeoning computer industry coined the phrase FUD. It stands for Fear, Uncertainty and Doubt, and it’s what behemoths like IBM tried to sow in the minds of customers in relation to plucky young upstarts like Microsoft and Apple….

They’re calling it the “Great Resignation”, a new wave that, since the pandemic, has seen more employees considering switching jobs or even changing careers altogether. For many, Covid-19 proved a watershed moment. Lockdown gave them time to re-evaluate their lives and – in some cases…

Sports coaches talk about marginal gains, and how lots of small changes can add up to the difference between winning and losing in a tight contest. But if Gareth Southgate found a new strategy that would boost his team’s performance by 200-300%, he’d jump at…

Forget the days gone by when basic dialling software was abused by scrupulous PPI companies. Outbound dialling software powers some of the most advanced and intelligent communication processes for organisations of all sizes. Download our short outbound dialler guide to discover: What are outbound diallers?…

Remote working has presented various challenges over the past 18 months. From adapting to working alone, to trying to create a work life balance when your workspace is suddenly in your living room. For managers, it’s also presented new challenges in terms of how to…

In a recent survey, the Financial Conduct Authority (FCA) warned that 28 million adults in the UK were now deemed “vulnerable”. If you take payments for client businesses, or collect debts, this is a hugely important finding. The FCA recently widened its definition of a…

A few years ago, IVRs (Interactive voice response) were not much loved by consumers, and even today, poorly implemented systems can leave callers fuming on the other end of the phone. But as customers have got more used to talking to technology (think Alexa, Google…