Webinar details:
Thursday 4th November 2025 | 11:00 (GMT) | 40-60 Minutes
This webinar is hosted in conjunction with:
Demand spikes aren’t just seasonal, they’re the new normal across finance, utilities, healthcare, telco and more.
When volumes surge, mistakes, rework and repeat contacts often follow. It’s not just costly – UK businesses lose £7.3B every month to avoidable service failures (UKCSI 2025) – it also erodes trust, compliance and employee morale. And when that happens, the KPIs that matter most – quality, efficiency, and customer satisfaction – start to slip.
In this live session, Martin Teasdale, Founder and Host of Get Out of Wrap, is joined by Caspian Rospigliosi, Head of Relationship Management & Operational Service Delivery at Bupa Global, and Ben Scales, Head of Sales at Elephants Don’t Forget, to explore how contact centres can sustain performance when pressure mounts – ensuring staff maintain quality of service, even in their busiest periods.
Drawing on real-world experience from one of the world’s best-known healthcare brands, Caspian will share how Bupa Global supports frontline teams through peak demand while maintaining exceptional customer care, as the panel unpack why so many leaders see error rates and burnout rise during peaks, and what separates those that cope from those that thrive.
What we’ll cover:
- 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?