Planning for COVID-19

Webinar Series

Planning for COVID-19

The COVID-19 pandemic has impacted all of us, the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards. 

 We have designed three short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make. 

To view series 1 and 2 you need to log in to the website. Click on My Account at the top right to register or log in. 

The modern contact centre has arrived

Published on 21 August 2024

The modern contact centre has arrived

Make sure your agents don’t get left behind

Contact centres have traditionally been restrictive environments; contact volumes are constantly in flux and agents must be available to meet customers’ needs at all times. But as work-life balance and flexibility become more important to employees across all industries, these agents can’t be left behind. So, what can contact centres do to balance their needs with those of their agents? And what do they stand to gain?

Read more from QStory

This article was first published in the 2024 Best Practice Guide - Shaping the Future

To download a full digital copy of the Best Practice Guide, click here.

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