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Read more about the article Putting the People back into HR

Putting the People back into HR

  • Post author:Customer Experience Foundation
  • Post published:6 June 2021
  • Post category:The People Zone
  • Post comments:0 Comments

Hi. I'm Vicky. I'm a people person, and I happen to work in Human Resources.Let me tell you the story about Dave (not his real name, but everyone knows a…

Continue ReadingPutting the People back into HR
Read more about the article Hanging on the Telephone

Hanging on the Telephone

  • Post author:Customer Experience Foundation
  • Post published:6 June 2021
  • Post category:The Gait Post
  • Post comments:0 Comments

There is now a lot of customer dissatisfaction about wait times to the contact centre and with companies blaming this on Covid. In This Report last week from Moneypenny published in the…

Continue ReadingHanging on the Telephone
Read more about the article Material Girl

Material Girl

  • Post author:Customer Experience Foundation
  • Post published:6 June 2021
  • Post category:The Gait Post
  • Post comments:0 Comments

A lot of retailers have suddenly woken up to how valuable their contact centres are, having relied solely on their stores until now, viewing the customer service centre as a…

Continue ReadingMaterial Girl
Read more about the article Together Forever

Together Forever

  • Post author:Customer Experience Foundation
  • Post published:6 June 2021
  • Post category:The Gait Post
  • Post comments:0 Comments

The Virgin Media and 02 merger has now been given approval to proceed. I’m curious as to know what this is going to mean for their CX design and their…

Continue ReadingTogether Forever
Read more about the article You can’t always get what you want

You can’t always get what you want

  • Post author:Customer Experience Foundation
  • Post published:6 June 2021
  • Post category:The Gait Post
  • Post comments:0 Comments

I have been struck over the last couple of months how many companies are complaining about a skills shortage. And not just call centres either. Utilities companies, retailers, healthcare organisations,…

Continue ReadingYou can’t always get what you want
Read more about the article Get on the Bus and cause no fuss

Get on the Bus and cause no fuss

  • Post author:Customer Experience Foundation
  • Post published:6 June 2021
  • Post category:The Gait Post
  • Post comments:0 Comments

Bus use had dropped over 20% outside of London in recent years, and since the pandemic, numbers have plummeted, as low as 9% of previous levels in places during the…

Continue ReadingGet on the Bus and cause no fuss
Read more about the article Do You Really Want To Hurt Me

Do You Really Want To Hurt Me

  • Post author:Customer Experience Foundation
  • Post published:6 June 2021
  • Post category:The Gait Post
  • Post comments:0 Comments

We have talked plenty in recent weeks about very poor service experiences, so am delighted this week to write about two great experiencesI went to the physio last week. Never…

Continue ReadingDo You Really Want To Hurt Me
Read more about the article Working My Way Back To You

Working My Way Back To You

  • Post author:Customer Experience Foundation
  • Post published:6 June 2021
  • Post category:The Gait Post
  • Post comments:0 Comments

Have we seen the death of Presenteeism?If there is such a thing as a good thing to come out of the COVID pandemic, surely this is it?No one used to…

Continue ReadingWorking My Way Back To You
Read more about the article A Tribute to Don Hales

A Tribute to Don Hales

  • Post author:Customer Experience Foundation
  • Post published:6 June 2021
  • Post category:The Gait Post
  • Post comments:0 Comments

I was desperately sad to hear of the passing of Customer Service legend Don Hales last Friday. The word legend is often overused, but when it comes to the impact…

Continue ReadingA Tribute to Don Hales
Read more about the article Bank of Bad Habits

Bank of Bad Habits

  • Post author:Customer Experience Foundation
  • Post published:6 June 2021
  • Post category:The Gait Post
  • Post comments:0 Comments

Anthony Healds frustrations with Sainsbury’s Bank last week struck a chord with me. If you didn’t see it, here it is.“Four and a half minutes of IVR which screamed 'GO…

Continue ReadingBank of Bad Habits
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