Month: February 2022

(Contact Centre Webinar) Six Quick Fixes to Make Your Homeworkers More Productive

Wednesday 16th March 2022, 12:00 – 1.00pm

Chair: Jane Thomas, South West Contact Centre Forum and Call North West

In this webinar, we’ll discuss how to build team spirit and make your homeworkers more productive:

  • What leadership techniques and activities will help glue together homeworking and hybrid communities?
  • What are the different ways a Team Leader can encourage their team to engage socially?
  • How does a Team Leader motivate their team on a day-to-day basis?
  • How can you have a flexible ‘choose your own hours ‘ approach and still meet inbound demand?
  • What communication methods can you use in a virtual workplace (e.g. for process changes, account engagement or general updates) and how do you follow-up to ensure comms have landed?
  • What are your top 3 suggestions to build spirit and create togetherness when people live all across the UK?

Register for the webinar

(Contact Centre Webinar) Creating a Work-From-Home Employee Handbook

Wednesday 23rd February 2022, 12:00 – 1.00pm

Has your organisation got its head around the long term implications of work-from-home… especially from a health and safety, compliance and HR perspective?

  • What does an ‘acceptable’ office space look like?
  • What obligations do you have as an employer when it comes to Health and Safety in the home office?
  • Does your organisation have ‘rules’ or ‘best practice suggestions’ with regards taking breaks, suitable office furniture, lighting?
  • Is granting the ability to work flexibly a choice or an obligation?

In this webinar we look at the policies and procedures that will enable you to make a success of long term homeworking – as well as your legal obligations.

The webinar will feature Sensée HR Manager Gaynor Doran and Learning and Development Champion Sarah Cocks.

Delegates will also have the opportunity to ask and debate their most burning WFH process, compliance and HR issues in an extended open Q&A forum.

Register for the webinar

(White Paper) Strategies for Effective Hybrid Working

As the UK moves into the post-pandemic period, CX decision-makers are under pressure as never before to meet and exceed consumer demands.

This trend is omnipresent across the British economy. It is made even more difï¬cult by the shift in customer management operating models over the past 18 months. The move to a more virtualized delivery platform took many decision-makers by surprise and has become a structural part of how service is delivered to customers across the UK.

In this context, Ryan Advisory and Sensée brought together a dozen executives from across the vertical spectrum to forecast the direction of remote customer management as the country emerges from the COVID19 pandemic.

The themes that were discussed ranged from operational transformation to agent management. However, all panelists pointed to signiï¬cant disruption in UK customer management and, amid these changes, no enterprise can expect a business-as-usual approach to CX moving forward.

Read the White Paper (no need to register)