Automation will transform most jobs in the insurance sector over the next decade.

The pandemic has pushed disruptive trends like online shopping for groceries, virtual doctor appointments, and remote work into overdrive.

Amid the latest challenges, the public sector has to field urgent and emergency calls in order to look after citizens in their time of need.

The impact of Covid-19 and the resulting social distancing has accelerated our online journey, pulling new businesses and customers onto digital platforms.

When an emergency occurs, the public need to be able to call on dependable customer support. A specialist out-of-hours service could be the answer.

In the first two parts of our blog series on building a sustainable workplace, we explored how IT will enable change and considered what sustainable workplaces might look like.

Angela Knowles-Ellis, Head of Telephony at a Capita run contact centre in Darlington, explains how training from bereavement charity Winston’s Wish has helped staff deal with vulnerable customers during the pandemic.

The Institute of Customer Services has published their bi-annual survey and there was a particular figure that stood out. 14.6% of customers have experienced a problem.

While the pandemic has certainly shifted the skills landscape in a multitude of ways, the types of skills we expect to see in demand remain the same.

Being in a good place mentally and physically is vital to being able to do your best work: people are unlikely to be productive if they’re worrying about their finances or feeling stressed and unhappy or dealing with a physical condition unsupported.