Improving Absence Roundtable

Absence is at the highest level the industry has ever seen. Improving absence is on most operation’s agendas. There are lots of reasons for it and many impacts of it. This roundtable focusses on working together to share experiences, initiatives and considerations. We looked at the current industry data, sharing absence rates from around the regions, along with discussing the causes and effects of absence. We took an overview of today’s strategies on how to best to improve absence as an industry, encouraging all to share their absence processes for key insights. Hosted by South West Contact Centre Forum and Northern Contact Centre Forum. Chaired by Katy Forsyth, Red Recruitment.


Health & Wellness Special Interest Group

October was Speak up month. This year’s theme is Breaking Barriers. As such, this session will explore how centres identify the health and wellbeing wants and needs of their employees, barriers to this, and effective ways of providing a safe and inclusive culture that encourages employees to speak up. Using the employee voice to inform the health initiatives you adopt will help increase engagement and effectiveness. This session is for anyone, especially those involved in promoting the employee voice and health and wellbeing.


Past, Present & Forecast: Contact Centre Insights 2023

An interactive panelist webinar hosted on Wednesday 13th December 2023 with Calabrio, SVL, Trainline & Hoover Candy reviewing 2023’s biggest challenges, trends into key contact centre strategies for 2024. The session gave all the opportunity to hear how both organisations have utilised Calabrio WFM to overcome a number of operational challenges.