Impact on Contact Centres: Insights from The Martin Lewis Money Show on Latest FCA and Ofgem Regulations
Last evening, Kerri Rankin and I were privileged to experience firsthand a live TV event that directly aligns with the core issues facing the financial services and energy sectors, the Martin Lewi...
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Supporting Motor Finance Firms to Navigate Regulatory Shifts and Customer Demands
In the fast-paced and ever-changing motor finance sector, businesses are currently facing a pivotal moment, driven by enhanced regulatory oversight and escalating consumer expectations. The spotlig...
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Building Resilience and Fostering Connections in the Contact Centre
Welcome to Part Two of the serialisation of my career journey. In this installment, we delve deeper into the pivotal lessons and experiences that have shaped my understanding of the contact centre ...
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Highlights from Talking Talent with Martin Teasdale, founder of Get Out of Wrap
Martin Teasdale is the founder of the Get Out of Wrap (GOOW) podcast, GOOW TV, and the Team Leader Community. He created the UK's first podcast solely designed for the contact centre community four...
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Digital Transformation in the Contact Centre: Insights from Customer Experience Transformation Expert, Mark Nichols
Whilst digital transformation accelerated at pace for many businesses throughout the pandemic, many leaders put their plans on hold. We asked a highly experienced customer experience transformation...
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Top Tips for Neuroinclusive Recruitment Practice
There are obstacles in typical recruitment processes that may place neurodivergent candidates at a disadvantage. But what is neuroinclusive recruitment? We take a closer look at the unintentional b...
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