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.