We have now launched our programme of activity for 2021, combining the very best of virtual and face-to-face to offer you a variety of ways of maximising your membership.

The forced virtual environment of 2020 has given us a huge learning opportunity to understand how we can grow our community, make more events easier to access whilst still ensuring value. 

These can be accessed through your membership, or pay-as-you-go.

Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. Ed Creasey at Calabrio shares a forward-looking plan for the “new normal”. 

I recently read an article that stated “The simple act of rotating your plate can make the food on it taste better.” Like many of you my first reaction was scepticism, surely this was yet another of those statistically unsound studies that newspapers seem to love. However, as I read on I found that this was a valid study conducted by the Science Museum scientists at Oxford University. 

Over 50% of organisations now have a Wellness Strategy. Typically, top of this list is: Meaningful work, respectful culture and flexible hours and working. Wellness Strategies may be relatively new, however, wellness is not new, as quoted by Sigmund Freud 100 years ago "Love and work are the cornerstones to our humanness".  If you want to take this seriously this needs to be built into your organisation’s strategy, budgeted for and built into your operating model. There is a cost, but how will you pay?