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"As we’ve recognised along with other organisations is that there is a lot of vacancies within the market now making it really challenging to recruit into our planning team. We still really struggled to get applicants with the relevant skills. We shared the roles we currently had available to The Forum jobs page, and we saw a massive spike in applicants." Alix Corden, Scheduling Manager, VitalityHealth

Published on 01 August 2025

The changing face of contact centres: lessons from the UK

The world of contact centres never stays still. Customer expectations are changing. New technology is coming in, and businesses want to keep up while staying personal. Whether you run a contact centre, manage a team, or work on the frontline, one thing is clear – change is happening fast.

The UK Contact Centre Decision Makers Guide provides a deep dive into the latest trends shaping the industry. It highlights key challenges and opportunities. These include AI’s impact, workforce management and customer expectations. So, what can we learn from this year’s findings?

This article was first published in the 2025 Best Practice Guide - Raising Standards

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

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Author: Leanne McNamee

Categories: Library