Bupa Global and Get Out of Wrap Join Elephants Don’t Forget for New Webinar on Protecting Contact Centre Performance During Demand Spikes
With demand surges becoming the new normal across finance, utilities, healthcare and telecommunications, Elephants Don’t Forget has announced an upcoming live webinar exploring how contact centres can protect performance, quality and customer experience when volumes spike.
The session, “How to Protect Performance & CX During Demand Spikes in the Contact Centre”, brings together industry-leading voices including Martin Teasdale, Founder and Host of Get Out of Wrap, Caspian Rospigliosi, Head of Relationship Management & Operational Service Delivery at Bupa Global, and Ben Scales, Head of Sales at Elephants Don’t Forget.
Why This Matters Now
New industry data shows:
– UK businesses lose £7.3 billion every month to avoidable service failures (UKCSI, 2025)
– Excessive pressure and stress are now the 4th biggest driver of attrition (ContactBabel, 2025)
– Nearly 9 in 10 contact centres are deploying or planning to deploy AI (Call Centre Helper, 2025), yet
–58% of customers believe AI benefits companies more than customers (Ipsos & Engage Customer, 2025)
As simple enquiries are increasingly automated, human advisors are left handling the most emotionally charged, complex and high-stakes interactions. The result? Spikes in errors, rework, repeat contacts and agent burnout, unless leaders build operational resilience year-round.
What the Session Will Cover
The 60-minute discussion will explore:
– Why mistakes and rework increase sharply during volume surges
– How leaders can protect both performance and people under pressure
– What operational resilience looks like in a modern contact centre
– How continual learning and multi-skilling help teams stay adaptable
– Practical actions leaders can take now to prepare for the next peak
Caspian Rospigliosi will share real-world insight from Bupa Global, including how the organisation supports frontline teams through pressure while maintaining exceptional customer care.
The session will be hosted by Martin Teasdale, one of the industry’s most recognisable voices, known for his award-winning Get Out of Wrap podcast and deep community engagement across the contact centre sector.
How to Protect Performance & CX During Demand Spikes in the Contact Centre
Date: Thursday 4th December 2025
Time: 11 AM
Duration: 60 minutes
Registration: How to protect performance and CX during demand spikes in the contact centre – Elephants Dont Forget
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