Ten contact centre lessons learned from the Grenfell Inquiry

If you're in a customer contact centre, there'll be times when call demand increases and you're put under pressure. Lessons learned from experience help you to prepare, so it's essential for customer service leaders to learn from others. In this podcast, you'll hear ten lessons that every contact centre can learn from the Grenfell Inquiry's phase 1 report into operational call handling during the tragedy of the 2017 fire. You don't have to be dealing with emergencies to learn the lessons of this inquiry's findings into systemic issues that you'll find in your call centre. There are lessons here for every customer service leader to learn.

Om Podcasten

Life at the Sharp end is a podcast full of insights and interviews to help people who want to do their best at work. People who want to learn from others and hear about best-practice tools and techniques to help you create safe, respectful and high-performing workplace cultures. People like you - whether you’re in a leadership role or at the front-line. Wherever you work, you’ll have stories to tell about what it’s like to experience Life at the Sharp End.