Building Resilience and Fostering Connections in the Contact Centre
Welcome to Part Two of the serialisation of my career journey. In this installment, we delve deeper into the pivotal lessons and experiences that have shaped my understanding of the contact centre ...
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Highlights from Talking Talent with Martin Teasdale, founder of Get Out of Wrap
Martin Teasdale is the founder of the Get Out of Wrap (GOOW) podcast, GOOW TV, and the Team Leader Community. He created the UK's first podcast solely designed for the contact centre community four...
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Delivering a Successful Recruitment Solution for Northern Powergrid
Northern Powergrid is responsible for managing the electricity network that powers everyday life for more than 8 million people across 3.9 million homes and businesses in the North East, Yorkshire,...
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Could a poor candidate experience have an impact on customer service?
The quality of a candidate’s experience can greatly influence a candidate's decision to join your company as well as the level of service they will offer to your customers. After all, how can you ...
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Get Out of Wrap - How it all began
I am so excited to be working with contact centre recruitment specialists Greenbean, to create an ongoing guest blog. Those who know me will agree I am a passionate advocate for the call & conta...
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Five ways to help transform your sales teams’ capabilities
Contact Centre enthusiast, Garry Gormley shares his Top Tips on how to transform performance within your sales contact centre.Having worked in sales and service contact centres for 20 years, I unde...
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Building a new customer hub for Ocado in a candidate short market
In early 2021, Ocado Retail Limited (ORL), a joint venture between Ocado Group and Marks & Spencer Group, were experiencing a period of significant growth and were challenged with attracting and on...
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Supporting Tesco Bank contact centre through period of peak call volumes
Several concurrent financial services legislative changes resulted in a sudden peak in call volumes at Tesco Bank. An urgent requirement for 45 additional heads was required on a temporary basis to...
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Sage UK bolstered technical support function with 40 temporary workers
Global software business Sage UK was undergoing a period of change and needed to rapidly ramp up its technical support function with an additional 40 FTE for a temporary period.The Scope40 temporar...
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RPO delivers c800 hires p.a.for Santander throughout the UK
Our relationship with Santander Operations grew organically over a 10-year period and we were successfully awarded the RPO contract for the end-to-end delivery of all appointments throughout the UK...
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