INSIGHTS.
From hiring tips to market trends − we share insights that help businesses and jobseekers succeed.
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Customer Care Employee Pay - Where the Grass is Really Greener
It isn’t just a case of businesses paying more to drive employee retention and attraction, it’s ...
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THE 2025 BROOK STREET CUSTOMER CARE SALARY GUIDE.
76% of UK employers report difficulties in finding talent. People-facing roles are the highest...
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The Future of Customer Care: Essential business trends for 2025
The Brook Street 2025 customer care trends report is an analysis of current and future issues im...
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How to write a winning profile summary for your contact centre CV
When writing a contact centre profile summary for your CV, aim to highlight your skills, experie...
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‘Difficult customers’: what are they and how to deal with them
Dealing with difficult customers is an inevitable part of working in a contact centre. While cha...
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How to connect with customers over the phone: A guide for contact centre workers
We might be living in a digital age, but customer service over the phone remains a crucial touch...
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Building contact centres of choice: Creating rewarding, balanced and fulfilling workplaces for all
In today’s dynamic work environment, contact centre (CC) agents are seeking more than just a mont...
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How to nail a contact centre interview: Your ultimate guide
When people panic about a product or service, contact centre staff are often among the first to d...
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Retain, engage, succeed: Decoding attrition in contact centres
The UK’s talent shortage, which has persisted for many years, has been aggravated by the COVID-19...
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Unveiling the hidden potential of contact centres
The field is ripe with potential yet often cloaked in myth. Julia Morgan, Sales Director at Brook...
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Overcoming employee attrition in the UK contact centre industry
The conventional image of contact centre agents as merely order-takers or complaint-handlers is ...
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Webinar: Peering into the future: Forecasting 2024 for contact centre recruitment
In the ever-changing world of recruitment, staying abreast of the latest trends and innovations ...
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