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National Apprenticeship Week: How to get involved

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The ‘Build the Future’ theme returns for its second year, with over 1,200 events taking place across England to showcase the benefits of apprenticeships.

The week aims to celebrate and promote the fantastic benefits which apprenticeships offer both learners and employers, spotlighting businesses who are investing in this life-changing education route.

The government says apprentices are ‘leading the charge’ in building back stronger from the pandemic, with over 40% more people starting apprenticeships in the first quarter of 2021/22 than in the same period 2020/21, which is up again from pre-pandemic levels in 2019.

Hundreds of virtual and in-person events will take place throughout National Apprenticeship Week, giving potential learners and employers the chance to find out more about the brilliant benefits apprenticeships offer.

For more information about apprenticeships visit apprenticeships.gov.uk and follow Apprenticeships Twitter and Apprenticeships LinkedIn for regular updates.

To find out about which government training and employment schemes could be right for you, use the links below:

Training and employment schemes such as apprenticeships play a key part in the government’s Plan for Jobs, and are designed to protect, support, and create jobs.

The government says it’s committed to supporting apprenticeships through innovation and increased funding. In September 2021 a new online service launched to make it easier for large employers that pay the Apprenticeship Levy to spend their funds, and for other employers to review and apply for funding. Government funding for apprenticeships is set to increase by £170 million to £2.7 billion in 2024-25.

Industry Talent Specialist for Channel 4, Laura Boswell, said: “Apprentices have had an amazing impact across our business and bring a fresh perspective to everything we do here at Channel 4. They really challenge the status quo, and we empower them to do just that!”

Annie Cook, the NHS Career development coordinator at NHS Cromer Hospital Norfolk, commented: “Apprenticeships are a real win-win for businesses, large and small. The business, the organisation, and our managers here know the value that someone who has gone through an apprenticeship brings.”

Jannah, a software engineering degree apprentice at KPMG, said: “My apprenticeship allows me to combine my skills and passion for creativity in the digital sector and I get to earn whilst I learn on the job.”

Secretary of State for Education, Nadhim Zahawi, said: “Apprenticeships offer people of all ages the chance to earn while they learn and build a successful career, while also delivering the skilled workforce this country needs to build back stronger.

“National Apprenticeship Week is a fantastic opportunity to celebrate and recognise the achievements of apprentices, their employers and training providers.

“It is great to see so many events and activities happening across the country which I hope will inspire even more people to start their apprenticeship journey.”

Davies webinar session: Financial services organisations struggle to create a CX culture built to last – but why?

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84% of financial services leaders rank business process alignment as more important than putting the customer first when designing customer experiences. How can they then create a CX culture that really puts the customer first?

Davies has discovered that culture seems to be taking a backseat for most CX leaders, although we all know that the absence of customer-first thinking often brings longer contact-centre wait times & more effort, resulting in enhanced frustration & unhappy customers.

In Davies’ upcoming webinar session, they’ll discover why, and their expert panel will share top tips on how to create a CX culture that will help you achieve those all-important business objectives.

Register below to find out:

  • How organisational culture is holding your fellow financial services peers back from achieving their CX goals
  • What CX leaders across financial services see as the most important factors in CX design
  • Common misconceptions on building and sustaining a strong internal CX focussed culture
  • Get actionable insight on how to develop a sustainable CX culture in your business
  • Ask any burning questions you have in a Q&A session

Don’t miss out! If you can’t make the webinar on the day, sign up and Davies will send the recording to you.

Register here

 

UK National Contact Centre Awards open for 2022 nominations

 960 640 Stuart O'Brien
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Described as ‘incredible’ and ‘game changing’, the UK National Contact Centre Awards (UKNCCA) is the largest programme that recognises the amazing talent within the UK contact centre industry, with CCMA members benefiting from free entry. Contact centres across the UK are invited to recognise the outstanding work of their teams and individuals by nominating them in the UK National Contact Centre Awards 2022. The deadline to nominate is 25 February 2022.

The online process is simple and there is plenty of support from the awards team. Organisers, the CCMA (Call Centre Management Association), have refreshed the categories and now include Change Maker and Best Contact Centre Culture in the longest running awards programme in the industry.

Other new categories include Data & Insights Manager of the Year, recognising the immense amount of insights in the contact centre and how this can be used to influence business change, and Customer Champion to identify those leaders that are driving a customer-centric culture in their contact centre. New category, Change & Innovation Team of the Year, aims to identify teams that have implemented a strategic change program in the last two years.

“It is a real honour to give colleagues across the industry an opportunity to recognise the people they work with on a National scale. Because they focus on the exceptional talent in our industry, it’s an opportunity for colleagues to not only say ‘thank you’ but to really benchmark how far they have come over the last 12-18 months,” says Steven Lee, Director of Consumer and Shopper Engagement EMEA, LEGO Group and one of the Head Judges for these awards.

If you’re not sure about the benefits of nominating for a UKNCCA, here are some of the reasons that previous organisations have taken part:

  1. Recognise a significant year of achievement
  2. Raise the profile of your team
  3. Benchmark your people/teams
  4. Give your people real recognition
  5. Engage your colleagues
  6. Attract new people
  7. Celebrate your achievements
  8. Join a community of exceptional contact centres, leaders, and teams

Above all, because you will only get true National recognition by entering the UK National Contact Centre Awards.

Find out more about entering here.

DOWNLOAD: The future of workforce engagement in the contact centre

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By Talkdesk

This year, as employers and employees navigate a work environment that is anything but “business as usual,” leaders in every area are discovering more questions than clear answers. And the contact centre is no exception.

While many uncertainties remain in determining the future of workforce engagement, it is safe to expect that those organizations prioritizing employee experience have much to gain, both in bottom-line results and an enhanced CX.

What you’ll learn:

    • Which workforce model will dominate in the post-pandemic world.
    • What the future holds for contact centre engagement and Workforce Engagement Management (WEM) tools.
    • What role collaboration will play in the contact centre between now and 2025.

DOWNLOAD REPORT

EvaluAgent and Puzzel form strategic alliance to strengthen growth and support shared product visions

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Puzzel, the leading European provider of cloud contact centre solutions, has announced the signing of a new strategic alliance with EvaluAgent, a leading Quality Assurance and Performance Management platform.

As a result of the alliance, EvaluAgent’s technology will be integrated into the Puzzel’s Cloud based Customer Service Platform, designed to directly address some of the biggest workforce engagement and optimisation challenges contact centres face as a result of the Covid-19 pandemic.

WHITE PAPER: Transform Customer Service with Next-Gen Knowledge

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By eGain

Over 5,000 consumers told us in a survey that the biggest hurdles to good customer experience are: “contact center agents are not knowledgeable,” “different agents give different answers,” and “I can’t find answers on the company website.”

At the same time, customer service contact center agents confessed that “finding the right answers” and “answer to different questions vary in different systems” posed the biggest hurdles in providing good customer service when the customer was on the line.

The reason for both experiences is the same: Legacy knowledge management (KM) systems that are failing to deliver answers and knowledge silos that create chaos for the business and the customer. The solution is also the same: Next-gen knowledge.

What are the characteristics of next-gen knowledge? How are Global 1000 innovators leveraging next-gen knowledge to transform customer service? What has been the payoff for them and their customers? How can you get going with next-gen knowledge? Know in this white paper.

Do you know what’s missing from your CX strategy?

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By Genesys

Our team here at Genesys have been hard at work creating a digital consultancy solution focused on Omnichannel Contact Centre.  This is in the form of an online self-assessment that will enable you to benchmark against industry standards, identify relevant use cases, and define your CX strategy roadmap.  We’d like to invite you to take advantage of this digital consultancy.

This online self-assessment should take just 5 minutes to complete. Our system will then generate a bespoke report for you which we can walk through. You can also share this invitation with other contacts within your business to complete the assessment and we will correlate the results.

Your report will show anonymously benchmarked results, an assessment of your strengths and also a specific action plan to show you the fastest path to an optimised position.

Just click here to complete your self-assessment and receive your report today!

INDUSTRY SPOTLIGHT: VeriCall Ltd

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VeriCall is a 100% UK-based call centre that has not only won several awards for delivering exactly the kind of Customer Care that their customers require and deserve but also one that seeks to constantly evolve and improve its offering.

One example is the unique Payments in Social Media solution that allows team members to take totally secure PCI Compliant payments across all social media channels meaning that all business can be conducted on the customer’s platform of choice. Staying consistent throughout the process alleviates a huge source of frustration for the customer and making the process simpler makes doing business simpler too!

VeriCall has assembled a top quality group of ‘Customer Champions’ so that, no matter what business they are representing, their clients know that valued customers always receive the highest  possible standard of service across a wide range of platforms. VeriCall serves businesses through voice, SMS, email, live chat and social media so that no vital conversation is left unresolved – 24/7 and all year round.

The clients that have so far made use of VeriCall’s services are varied across a number of different sectors. They are able to handle enquires on topics including directory enquiries pay TV, financial advisors, travel & tourism, catering, service desk, telecoms, medical insurance and  housing repairs to just name a few! This shows the incredible range that the team is able to handle.

Whatever your industry or contact centre requirements VeriCall can help YOU so why not see why they have just been voted best Contact Center in the recent 2021 Contact Center World Awards by contacting us via our website on www.vericallsolutions.com or direct to VeriCall’s CEO adam.taylor@vericallsolutions.com.

How can working from home impact your customers?

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Many employees across the country are now working from home, and have been for some time. Transitioning from office to home on the face of it seems like a straight forward task of moving hardware when in fact what we’ve learnt over the passed year is that- one of the biggest mistake’s companies have made is thinking that is actually this straight forward.

Here’s some helpful tips to optimise your home working..

  • Communication

The biggest challenge companies have faced during the pandemic is optimising and directing the flow of information. No longer can you pop over to someone’s desk, organise a quick meeting or even overhearing some cross chatter which may be pertinent to you.

Take Notes: In a situation where people may not be online but would benefit from the information, take notes, write down updates in clear documents so that you can send/e-mail or pass over to whoever takes on the next shift.

Be Present: During meetings of chatter in the office, it’s easy to drift from one conversation to another whilst working.

  • Transparency

Having a clear understanding of workflow when changes occur is vital, again this is a lot easier in an office when you’re 2 feet away from each other but understanding a clear and efficient workflow is key to taking care of your customers.

The On Call Rota System by Ctalk allows you to create templates and rotas which are simple and easy to use. The rota can be changed when needed and send out notifications to your employees to remind them of work patterns.

  • Taking care of yourself

At first, working from home appeared to give more freedom and autonomy, however it can leave some feeling isolated from their peers. Regular exercise, communication and proactiveness can help and so can looking out for your colleagues. A quick call or message can do wonders for many and keep the flow of communication working.

https://www.oncallrota.co.uk/

EBOOK DOWNLOAD: Unlocking the potential of your #1 asset – Your people

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By Sabio Group

Are you in danger of leaving your people behind?

Despite the upheaval caused by Covid-19, the annual rate of attrition among UK contact centre advisors remained at around 15% to 20% in 2020. However, we are now starting to see a crisis in the industry, with attrition rates soaring.

With the estimated cost to replace and train advisors in a 500-seat contact centre each year said to be over £1m, many businesses are looking at new ways to bring down attrition rates – and improve customer experience as a result.

Digital and automation initiatives may transform contact centre efficiency, but they’re also fundamentally changing the nature of today’s contact centre advisor role. With your people left handling only the most urgent, complex and emotional interactions, this workload is placing huge pressures on your contact centre teams.

That’s why it’s time to turn your technology focus inwards – backing your advisors with the same innovative solutions that you’re already using to support your customer journeys. At Sabio we call this Human Service.

Our latest eBook explains how adopting such a Human Service approach can help unlock the true potential of your #1 asset – your people. We also identify how effectively supporting contact centre teams with the right technology and solutions can play a key role in starting to address worryingly high advisor attrition rates across our industry.

We also highlight the importance of monitoring advisor wellbeing, and discuss how delivering focused customer journey support can play a key role in reducing advisor frustration.

Download now to find out how you can support your advisors as they adapt to world of longer and more demanding interactions.