Calling Time on Poor Health in Contact Centres

Call North West and South West Contact Centre Forum are joining forces with Liverpool John Moores University and Lancaster University on a new 3-year research project. The project The project explores how contact centres can improve the health and work conditions of their advisors. “We will work with the sector … Read More

Webinar: Six Quick Fixes to Make Your Homeworkers More Productive

Jane Thomas, Director of SWCCF will chair a contact centre webinar: Six Quick Fixes to Make Your Homeworkers More Productive on Wednesday, 16th March 2022, 12:00 – 1.00pm In this webinar, we’ll discuss how to build team spirit and make your homeworkers more productive: What leadership techniques and activities will help glue … Read More

Complaints at an all-time high – here’s what to do about them

Customer satisfaction is intrinsically linked to strong business performance. In today’s world, customers have more power than ever and are able to share their experience with your business in a variety of ways – from online reviews to social media and beyond. This is great, if they’re talking about your … Read More

How to serve vulnerable customers

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 vulnerable customer. While it includes … Read More

One in five firms admit to using secret spy software

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 manage a workforce remotely, keeping … Read More

UK businesses have been slow to move back to the office says new poll

Hammersmith, London. A poll conducted by online contact centre and customer service magazine Call Centre Helper and home and hybrid working specialist Sensée, reveals that UK businesses have been slow to move back to the office post lockdown. It also indicates that a single clear model for optimising hybrid (home/office) working has yet … Read More

Contact centre homeworking specialist Sensée launches ‘The Sensée Forest’ with aim of achieving carbon neutrality

Hammersmith, London. Home and hybrid working specialist Sensée has announced a three-year partnership with Treedom, a global web platform for planting trees and forests worldwide. The partnership is part of a broader Sensée programme to reduce the company’s carbon footprint and become the first 100% work-from-home business to achieve certification for carbon neutrality. Sensée, established … Read More