Why Now? Ever since the pandemic struck, empathy has been bubbling up to become part of our current zeitgeist. Service, Sales, CX, …Read More
Employee Engagement
UK staff engagement levels continue to stagnate at just 30%. Within the context of needing to reinvent how organisations generate value in a digital economy, this is deeply worrying.
Lack of staff motivation comes from corporate unwillingness to recognise the value of employee generated ideas and transform work into meaningful activities. The task is learning how to unleash this untapped energy.
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
Social Business: The “One Agenda” Milestone
Social Business is a big idea. It is one of the things that tell us we've really left the 20th century behind. It is also proving …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
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
