It has been a while since the press have focused on a generic call centre debate so it was interesting to see the coverage over the weekend of Which?’s latest consumer research which states that the UK’s biggest gripe is overseas call cen...

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Recognising when our people do good things for us, our company and our customers is important - communicating the fact that we not only recognise what they do but appreciate it and are grateful, is equally important. Recruitment company www.monste...

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It is good to end a busy week on a hopeful note, with fresh signs of a sincere commitment to rebuilding customer trust in sectors where trust had reached an all-time low and with the successful launch of our new MBA programme. Ian Peters, Managing...

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Charles Dickens’ novel ‘A Tale of Two Cities’ contains perhaps the most famous opening lines in English literature: “It was the best of times, it was the worst of times...” As we come to the close of the year and begin t...

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Browsing the news headlines this week you’d be forgiven for thinking you were caught in a timewarp given the excitement generated by news from two very different organisations involving plastic product innovation. The buzz is more understandab...

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I was drawn to a headline in Wednesday's 'I' newspaper which read: “How to raise GDP? pick up the phone!” The writer makes a cogent plea on behalf of frustrated consumers who are increasingly infuriated by organisations which require them...

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