At the heart of England's strategic road network, National Highways Operations Contact Centre plays a crucial role in ensuring that millions of journeys are safer, smoother, and more reliable every day.
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Martin Lewis' recent posts about widespread poor customer service have caused quite a stir. His particular frustration is that engrained and all too familiar claim, 'we are experiencing unexpectedly high call volumes'.
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More than 200 senior service and CX execs agree a re-think is required to develop, coach and mentor Team Leaders.
It's always been the job of the first line manager to keep the show on the road and give of their time, energy and experience to ensure teams are well supported and looked after.
Youth unemployment led the agenda at Scotland's National Economic Forum whcih I was invited to participate in this Wednesday in Edinburgh. The forum offered the opportunity to discuss the new youth unemployment strategy and announced the appointment ...
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