Could your leadership be causing mental ill health
This blog takes the form of a case study that encompasses both my professional roles as a healthcare practitioner and corporate wellbeing training provider. The aim of the case study is to encourage you to decide, for yourself, what could have been done differently. The client in question, is a lady late 50’s who was […]
Is Your Customer Service Roadworthy? Fixing the ‘System’ That Leaves Drivers Stranded
Imagine you’re driving to an early morning networking event. You’re navigating a familiar stretch of road, only to find it partially flooded. Your wheels are cautiously floating in the water until a massive clunk vibrates through your vehicle. A pothole strikes your front tyre. Fifteen minutes later, the tyre pressure light flashes on the dash—it’s […]
Are Your Company Values Laminated or Delivered?
Recently I attended the Health and Wellbeing @Work Expo at the NEC in Birmingham. Among the many good speakers was Dr Gian Power OBE who asked the question: “Are your company values laminated or lived?” This question resonated strongly. Sadly, I can reel off a list of companies who proudly display their values for all […]
Female Leadership: Leading Change Now
On 8th March, as we mark International Women’s Day around the globe, it feels more relevant than ever to recognise the women leading at every level — from Heads of State and CEOs to founders, frontline managers and mothers. Female leadership is quietly leading the way as the world around us appears to go from […]
Working in a Call Centre is not for the Faint-Hearted
Working in a call centre is not for the faint hearted. The environment can be stressful and challenging. Customers don’t call to pass the time of day or enquire about your health, they call because something is not working the way it should work which can be having a huge impact on their business, increasing […]
Leading a Contact Centre – The Hidden Challenges
As a manager of a support or contact centre, do you recognise any of these challenges when trying to lead your team to deliver excellent and consistent customer service, while also meeting demanding performance targets? If so, you’re not alone. Many contact centre managers face a combination of people, performance, and engagement challenges that make […]
A Lesson from Authentic Service
“The authentic self is the soul made visible.” – Sarah Ban Breathnach On a recent holiday, I stayed in a Marriott hotel perched above one of the great wonders of the world. The setting was breathtaking—spacious rooms, restaurants, a golf course, gym, pool, spa. On paper, it ticked every box. But as most seasoned travellers […]
Integrity in Leadership; What Business Leaders Can Learn from our Political System
In today’s Britain, as we watch our government navigate scandal, public discontent, and complex global challenges, the question arises again and again: are our leaders truly working with honesty and integrity? Recent months have seen a string of events that throw this into question. Sir Keir Starmer entered office promising a clean break from political […]
Thriving Call Centre Culture: Wellbeing & Success
In today’s dynamic customer service landscape, call centres play a pivotal role in shaping customer experience. Yet recent data makes it clear: focusing on employee wellbeing and retention is not a luxury—it’s a necessity for achieving sustainable productivity and a thriving call centre environment and culture. Call centre roles are inherently demanding. A constant stream […]
Building Empathy Centric Leadership
Empathy, one of the characteristics or we might say building blocks of emotional intelligence, is an essential skill of any leader. When lacking empathy employees feel unheard, undervalued and often frustrated about an apparent lack of understanding of the challenges in any job role or for any difficulties they might be experiencing outside of their […]