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 […]
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 […]
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 […]
The Importance Of Recognition When Leading Others
A MESSAGE FROM THE NA’VI PEOPLE OF PANDORA In my personal experience it is common to both use and hear the term “recognition” in the work environment, especially when referring to motivation of others. What does it mean to give recognition, and how does that differ from giving appreciation, or appreciating someone or something? An […]
The impact of a toxic job
Recently I have been deeply saddened by the number of people that I know that have a toxic job in a toxic environment whether physically in the office or remotely. When listening to the news over the last few months that staff are scarce and it is difficult to hire personnel for the many job […]
Is Your Office Ready to Accept Clients and Team Members?
I recently went into the City of London for a business meeting. The meeting was held on the client’s premises, the same premises I have visited on numerous occasions prior to the onset of SARS-Cov2 and the implications of lockdown. On entering the office building I was taken aback when I was greeted by an […]
5 Ways to Create a Great Customer Experience
Great customer service and a great customer experience is the foundation to any business. It does not matter whether you are in the frontline serving customers or not. Any member of a team is always either serving the customer directly or serving someone who is serving the customer. The Ritz-Carlton company motto perfectly sums this […]