It’s a truism that we live in a world of change. Within customer service there is a never ending conveyor belt of new things to digest. For …Read More
employee engagement
Why Trust Is Phase One In Contact Centre Transformations
I’ve been doing the rounds assessing the outputs of the latest two cohorts to participate in the P&Q Challenge. Zooming through the tube …Read More
P&Q: Proving Employee & Customer Engagement Can Be Improved
Each time the P&Q Challenge completes, I summarise what's been learnt before the next round kicks off. This time I want to focus on one …Read More
Why The P&Q Challenge Is So Relevant to Customer Experience Movers & Shakers
I just enjoyed the great pleasure of celebrating the third cohort to be accredited in the use of the P&Q strategic planning …Read More
Performance and Quality – Core To Ongoing Customer Service Innovation
The P&Q challenge is a global first. It remains a unique experiment in sustained collaboration for the customer service industry. Unlike …Read More
UK Challenges and Opportunities For 2014: A Leadership Perspective
Introduction A number of UK customer service, experience and engagement leaders have pooled their insight based on the themes that …Read More
Team Leaders As Performance Coaches
In my last post on the topic of the changing role of a team leader in Customer Service, I promised more about the skills, daily routines and …Read More
Social Media & Financial Service Brands
Social Media and Financial Services are getting to know each other pretty well. There are some obvious opportunities to be grabbed. For …Read More
Why Transparency Transforms Or Destroys
In another time and another place I used to spend many an evening sharing personal insights in the company of others. (You can DM me if …Read More
Team Leaders & Their Changing Role In Customer Service – session 1
Team leaders are a group in transition. The Customer Service Operations they work in are now entering a third phase of existence. Just …Read More
