What are the drivers of employee engagement?
No matter what industry you are in, there are common factors that make employees feel engaged. Organisational clarity: Employees like to understand the purpose of their roles and how they fit into an...
View ArticlePoor websites drive customers to the phone!
Agents in call centres are not only handling customer enquiries from those customers who prefer communicating by telephone. They are also fielding questions and complaints from those who have searched...
View ArticleTune in to the Voice of your Employee
Capturing the Voice of the Employee gives you an unmatched understanding of your employees’ work lives – their sources of satisfaction and their points of frustration. Building a VoE program around...
View ArticleTicket Turmoil
How many train tickets does an adult travelling with her two children require to make a return journey from Bristol to Shrewsbury? Not a question to which you will have given much thought I shouldn’t...
View ArticleOmnichannel vs Multichannel. What’s the difference?
It is not easy to keep pace with the changing ways in which customers want to access your company’s support and service. As we are all aware, it is no longer enough to be available only via the...
View ArticleNot My Type!
The world can be divided fairly neatly into those that like Comic Sans and those that hate it! Originally used for speech bubbles in comics, it is now widely adopted by all organisations that are...
View ArticleTeach Them Well And Let Them Lead The Way
Despite the increase in popularity of online support, the majority of people still pick up the phone when they require customer service. This puts a hefty weight of responsibility on your call centre...
View ArticleThe Ultimate Heroic Recovery
Nobody’s perfect! Every company has, at one time, failed to deliver the flawless customer service that it wants to. However, how you react to a mistake can more than make up for the initial error. And...
View ArticleTop Tips For Office Party Perfection
Party season is upon us. Up and down the land, coworkers are coming together in a spirit of festivity and seasonal cheer to mark this special time of year. Too easily, however, the seasonal cheer can...
View ArticleIf The Egg’s Not Broken, Don’t Fix It.
Companies need to turn a profit to be viable and have longevity and this is usually achieved by adopting a multi-pronged approach. Pedalling novelty can certainly bring in the money. Apple’s success is...
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