Building a Credible Business Case for Contact Centre Transformation

Transforming your contact centre can have a significant impact on your business, from improving customer satisfaction to increasing efficiency and reducing costs. However, getting buy-in from key stakeholders and securing funding for the project can be a challenge. To make a successful business case for contact centre transformation, you need to demonstrate the potential benefits and ROI of the project, …

Scottish firm continues international expansion with new Caribbean base

Ascensos, a leading, independent, customer service provider which is headquartered in Scotland, is continuing its international expansion with the announcement of a new base in Trinidad and Tobago.  Ascensos currently employs over 3,000 colleagues and since launching in 2013, the business has expanded internationally with a network of offices across the UK, Eastern Europe, and South Africa.  Launching in June …

Majority of UK businesses still ill-equipped for a hybrid working future according to new survey

UK businesses are firmly committed to a flexible working future but the majority are still in the planning stage of their hybrid working projects according to a new industry survey of contact centre industry professionals. 102 UK Contact Centre Directors and Managers took part in the online “How successfully has your contact centre embraced hybrid working?” market study conducted by …

Sensée’s LiveDesk hybrid working collaboration application now available through the G-Cloud 13 Government Framework

Sensée is delighted to announce that its LiveDesk™ application to create Digital Workplaces for hybrid working front and back-office environments is now available through Crown Commercial Service’s (CCS) G-Cloud 13 Government Framework to public sector organisations. LiveDesk is a next-generation communications & collaboration app to ensure that everyone -independent of location – can tap into a real-time stream of information, care …

For contact centres, time is money so ‘Zero to Paid’ in 20 seconds, with omni channel PCI compliance thrown in, is important

Since returning to ‘business-as-usual’ after the pandemic had motivated contact centres to enable their teams to work from home, the industry has found itself amid a chronic staffing shortage that’s led to intense recruitment competition, more choice for employees, and demand for higher wages & better conditions. This predicament is set to worsen over the next decade, as the ‘baby …

Webinar: Addressing Today’s Key Homeworking Challenges

Thursday 30th June 2022, 12:00 – 1.00pm Chair: Jane Thomas, South West Contact Centre Forum and Call North West In this webinar, we’ll discuss the key homeworking issues facing businesses today, including: • How to better manage the consequences of cost of living increases• Dealing with vulnerable customers• Overcoming recruitment challenges with a WFH/hybrid model• Addressing ‘time to competency’ concerns• …

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 to explore what centres currently do and find out why …

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 together homeworking and hybrid communities? What are the different ways …

Sensée expands senior management team as interest in home-based CX Outsourcing builds momentum

Hammersmith, London. Sensée, the work-from-home (WFH) and hybrid workplace specialist, is pleased to announce several senior appointments in response to a significant growth in demand for WFH Customer Experience (CX) Outsourcing in 2021. Simon Hunter has joined the company as Chief Commercial Officer. Simon is an experienced sales and marketing leader with over 15 years’ experience within the CX industry at …