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When contact centres come under pressure, even the strongest teams can struggle to maintain quality, consistency and confidence. So how do leaders protect performance when it matters most? Join us for a live session on: How to Protect Performance & CX During Demand Spikes in the Contact Centre We’ll be joined by Caspian Rospigliosi from Bupa Global, Martin Teasdale, the voice behind Get out of Wrap, and our very own Ben Scales. Together, we’ll explore: ✔️ What causes mistakes and rework to spike when volumes surge? ✔️ How can leaders protect both performance and people under pressure? ✔️ What does “resilience” look like in a modern, high-volume contact centre? ✔️ How can continual learning and multi-skilling help teams stay sharp and flexible? ✔️ What practical steps can we take now to prepare for the next peak?

When contact centres come under pressure, even the strongest teams can struggle to maintain quality, consistency and confidence. So how do leaders protect performance when it matters most? Join us for a live session on: How to Protect Performance & CX During Demand Spikes in the Contact Centre We’ll be joined by Caspian Rospigliosi from Bupa Global, Martin Teasdale, the voice behind Get out of Wrap, and our very own Ben Scales. Together, we’ll explore: ✔️ What causes mistakes and rework to spike when volumes surge? ✔️ How can leaders protect both performance and people under pressure? ✔️ What does “resilience” look like in a modern, high-volume contact centre? ✔️ How can continual learning and multi-skilling help teams stay sharp and flexible? ✔️ What practical steps can we take now to prepare for the next peak? Save your spot: https://hubs.li/Q03TbKfZ0 #customerexperience #clevernelly #performance #cx #workforcecompetence #customerservice #elephantsdontforget #contactcentre

When complaint volumes surge, your culture, competence, and systems are tested to their limits. Join us for a high-impact, insight-rich webinar with leading complaint handling SMEs, Aptean Respond, as we examine what "complaints handling excellence" looks like. We’ll be discussing how leading firms are combining people, process, and platform to turn complaint pressure into performance advantage. 📅 Thursday 20 November 2025 | 14:00 (GMT) | 60 Minutes 👉 Register here: https://lnkd.in/eYfumbWU #ConsumerDuty #ComplaintsHandling #Compliance #ApteanRespond #FinancialServices

Consumer Duty: Driving Better Outcomes Through Voice of Customer (VoC) Feedback 📔Download e-guide | We discuss how firms can establish well-governed customer feedback programmes to support outcomes monitoring. Discussion topics include: ☑ Practical ways to improve customer feedback processes to support Consumer Duty outcome testing. ☑ How to combat the key challenges of ‘cultural resistance’ and ‘lack of ownership’ to transform customer feedback into business change. ☑ Ways to overcome common obstacles that prevent firms from capturing the kind of feedback expected by the FCA.

Consumer Duty: Driving Better Outcomes Through Voice of Customer (VoC) Feedback 📔Download e-guide | We discuss how firms can establish well-governed customer feedback programmes to support outcomes monitoring. Discussion topics include: ☑ Practical ways to improve customer feedback processes to support Consumer Duty outcome testing. ☑ How to combat the key challenges of ‘cultural resistance’ and ‘lack of ownership’ to transform customer feedback into business change. ☑ Ways to overcome common obstacles that prevent firms from capturing the kind of feedback expected by the FCA.

Consumer Duty: Driving Better Outcomes Through Voice of Customer (VoC) Feedback 📔Download e-guide | We discuss how firms can establish well-governed customer feedback programmes to support outcomes monitoring. Discussion topics include: ☑ Practical ways to improve customer feedback processes to support Consumer Duty outcome testing. ☑ How to combat the key challenges of ‘cultural resistance’ and ‘lack of ownership’ to transform customer feedback into business change. ☑ Ways to overcome common obstacles that prevent firms from capturing the kind of feedback expected by the FCA.