This research we are conducting in association with Kura focuses specifically on: - The biggest customer service challenges facing organisations - How challenges like reducing customer effort, improving quality and meeting the rising expectations of c
This survey of over 1,000 people professionals provides valuable benchmarking data to help organisations evaluate and improve their health and well-being practices. It also aims to get under the skin of workplace policy and culture to give the profession
Negative press that some centres or businesses weren't fully adhering to the guidelines around social distancing in centres has resulted in some MP's questioning businesses' response to this and legitimacy to remain open.
A poem by Anne Marie Forsyth
Much work is ongoing to identify what core business processes really are in this fluid and unprecedented situation, and to focus resources in these areas.
Last week seems like a year ago, and things that seemed unimaginable only a month ago are now part of our normal daily lives
Many frontline agents are experiencing huge anxiety around leave allowances. In response, many businesses are updating and swelling leave policies in order to accommodate agents during the pandemic and cover not only sickness leave but allowances for self
The plates are shifting beneath our feet as we transition from homeworking as an exception to being much more the rule
We take our role supporting you and your organisation seriously. During these challenging times, our strength and ability in connecting peers to collaborate and learn is proving crucial as we work our way through the COVID-19 pandemic.
The 'Punch and Judy' point-scoring style of political media interviews during Brexit and elections has left us feeling empty
During times of uncertainty every business must challenge themselves as to how they can be more helpful
Is it always so easy to spot a vulnerable person?
It's unlikely we will recognise the roles we have today in 10 years' time
The organisational buzzword of this decade will surely continue to be engagement
One of our most challenging issues will be best supporting front-line managers whose responsibilities are very different from what they set out to be.
No one predicted the continuously rising tide of vulnerability post 2008 crash
What good looks like can change as standards rise and the bar gets higher?
Changing customer behaviours has to be about 'what's in it for me'
The search for 'truth' has become the holy grail as we are bombarded with fake news
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