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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

What Breaks First In Contact Centres?

Published on 23 July 2026

What Breaks First In Contact Centres?

The first thing that breaks isn’t performance metrics. It’s belief. Belief that the work matters. Belief that anyone notices. Belief that I matter. By 2026, UK contact centres will have invested millions in AI, analytics, and workforce management systems. The dashboards will look brilliant. The technology will be sophisticated. But if leaders haven’t invested in daily human connection, they’ll have the machine of a contact centre without the heart of one.

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Author: Leanne McNamee

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