Could a poor candidate experience have an impact on customer service?
The quality of a candidate’s experience can greatly influence a candidate's decision to join your company as well as the level of service they will offer to your customers. After all, how can you ...Read more
Get Out of Wrap - How it all began
I am so excited to be working with contact centre recruitment specialists greenbean, to create an ongoing guest blog. Those who know me will agree I am a passionate advocate for the call & conta...Read more
Five ways to help transform your sales teams’ capabilities
Contact Centre enthusiast, Garry Gormley shares his Top Tips on how to transform performance within your sales contact centre.Having worked in sales and service contact centres for 20 years, I unde...Read more
The Benefits of outsourcing recruitment via RPO
Internal recruitment teams may have multiple priorities at any one time, and across various departments within the business. The talent landscape has changed over the past two years. In a candidate...Read more
The intrinsic link between customer and candidate experience
I’m a Customer Experience (CX) Director with a few years under my belt and a track record in transforming customer journeys. Having recently looked to hire into my team, I applied the same princip...Read more
Virtual interviews – are they here to stay?
The pandemic has taught us a lot of things and has allowed us to adapt and accommodate different ways of doing the job, particularly when it comes to utilising digital platforms. In this case, empl...Read more
Is the UK ready for a 4-day week?
Over the past couple of years, the traditional working environment has changed for millions of people. So many have gone from entering the same office day in, day out, to either exclusively working...Read more
Widen your talent pool with an inclusive culture that attracts neurodiversity
There is currently a skills shortage in the UK jobs market, and employers are having to cast their net far and wide to find the best talent for their business. In a candidate-led market, employers ...Read more
5 ways to bring job crafting to the contact centre
As a society, and in business, people embrace opportunities for the personalisation of products and services. We enjoy, and value, having our own personal style, beliefs and passions reflected in w...Read more
The evolution of the customer and employee experience
As organisations reflect on key learnings and insight gained over the last couple of years and continue to navigate the ‘new normal’, how have the roles of Customer and Employee Experience evolved?...Read more
Shaping a flexible workforce for the future
Matt Lazenby caught up with one of the UK’s contact centre thought leaders to hear his views on the key challenges and opportunities faced by businesses, and what it means to shape a flexible workf...Read more
Is hybrid working the end of the physical office?
With the rise of flexible, hybrid, and remote working, the gig economy, and portfolio careers, will high-tech offices and connected buildings be essential in attracting and retaining talent in the ...Read more
What John Lewis can teach businesses about using emotional storytelling to engage and attract talent
John Lewis is the master of emotional storytelling, defying digital trends, tugging at your heartstrings and telling an elegant, touching story that is guaranteed to be shared and discussed.The Jo...Read more
Hiring for emotional intelligence – one of the most important skills employers look for in an employee
What is emotional intelligence?Emotional Intelligence, also known as EI or EQ, refers to the ability to perceive, control and evaluate emotions.A survey produced by the World Economic Forum consid...Read more