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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...

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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...

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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...

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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...

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Kerri Tom 4

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...

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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?...

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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...

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