In the 2011 Convergys UK Customer Scorecard Research, 61% of consumers said that the customer experience has not improved over the past year, and another 14% said that it has actually gotten worse. Here are some of the topline stats from…
To help us better understand how conflict arises within the team, we need to look at how teams are formed and the stages they go through in moving from a group of individuals to a cohesive team. It is generally recognised…
A major contributing factor in Sales and Customer Service calls in UK call centres is the use of ‘tight’ scripts. On one occasion I heard of a major utility company setting out a script of NINETY TWO ‘Alternative Closed’ questions. Each question…
A few things to consider before you bring in a Training Consultant Why now? Are we suddenly facing new challenges? Has this been needed for some time? Is there any particular reason that we haven't done this til now? Why…
Decide your life and/or career missions. Specify this mission statement in specific aims. Break your aims down into assessable objectives. Use SMART(ER) Objectives – Specific, Measurable, Acheivable, Relevant, Time-Framed (Evaluated, Reveiwed). Prioritise your objectives depending on Importance and Urgency. Review…
Create an environment for continuous learning and growth in business and personal areas where employees are expected to access Trainer Led sessions, e-Learning modules and self-study. Obtain executive commitment to continuous learning Have executive management communicate its importance to the…