Explore pioneering approaches by planners and analysts across back office, digital, field and branch operations and see the opportunity to cross-fertilise between teams that face different challenges. How can we connect our models, with a common language and framework, to consider our resource more holistically, as digital work queues grow?

UK businesses are firmly committed to a flexible working future but the majority are still in the planning stage of their hybrid working projects according to a new industry survey of contact centre industry professionals.

Staff turnover is higher in the contact center than in almost any other industry. A common assumption is that call center attrition is simply a fact of life - it can't be controlled or 'fixed'. I'd like to challenge that assumption. One of the responsibilities of call center managers and team leaders is to constantly assess the reasons why people leave the center. Perhaps more importantly, it’s also critical to talk to happy staff and find out what keeps them there and constantly strive to reduce unwanted turnover.

Hammersmith, London. Sensée is delighted to announce that its LiveDesk™ application to create Digital Workplaces for hybrid working front and back-office environments is now available through Crown Commercial Service’s (CCS) G-Cloud 13 Government Framework to public sector organisations.