Putting the People back into HR
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…
Hanging on the Telephone
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…
Material Girl
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…
Together Forever
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…
You can’t always get what you want
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,…
Get on the Bus and cause no fuss
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…
Do You Really Want To Hurt Me
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…
Working My Way Back To You
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…
A Tribute to Don Hales
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…
Bank of Bad Habits
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…