As live chat and web messaging continue to expand across service operations, what impact are they having on traditional call volumes? And how are organisations adapting?

October's forum explored the challenge of repeat caller volumes and how organisations are addressing it to improve customer experience and operational efficiency.

In this month's Best Practice Forum, we explore how organisations are adapting recruitment and induction practices to better support part-time employees.

In this Best Practice Forum, CCA members explored how to enhance customer satisfaction by focusing on the quality of every customer interaction. The forum delved into what it truly means to make customers feel heard.

Organisations are re-evaluating how progression schemes can remain sustainable and meaningful in light of shifting pay frameworks - including recent increases to the Real Living Wage.

In this Best Practice Forum, we focus on how organisations are improving customer experiences in the credit application process and when supporting customers facing financial vulnerability.

In this session, Lynn Forrest and Derek Haig from Standard Life, will share their personal and professional experiences in advocating for and supporting fellow working carers and vulnerable individuals.

This session aims to shed light on topic of menopause and its impact on the workplace. We explore the challenges faced by individuals experiencing menopause in a professional setting and discuss strategies for creating a more supportive and inclusive work

This session aims to delve into the challenges faced by team leaders, including managing hybrid teams, and explore strategies for supporting and training them to excel in their roles.

Catch up on this insightful discussion on Vulnerability and Consumer Duty, reflecting on the significant changes since the Consumer Duty regulation came into force over a year ago.

As customer needs and expectations evolve, so too must our approach to service delivery.

As many organisations shift their focus to values-based assessment centers for recruitment, we will explore together innovative approaches that prioritise inclusivity whilst also aligning with organisational values.

As many organisations focus more on skills-based recruitment and with the average skill lifespan lasting c2.5 years, how can we ensure customer service colleagues develop and maintain the skills required for the future?

The importance of embedding effective coaching cannot be overstated. Coaching plays a crucial role in developing the skills and capabilities of employees, leading to improved performance, increased employee engagement, and enhanced customer satisfaction.

In the area of performance management getting the framework right is crucial for organisational success. The number of meetings that line managers have with their teams plays a pivotal role in this process.