Travel & Leisure Industry Council Report – Summer 2022

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The Gait Post

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 experiences. I went to the physio last week. Never something to look forward to, but they have definitely updated and redesigned their service experience since I last went a couple of years ago. They now have an online pre-assessment where you fill out details of your condition, pain issues, mobility etc. This is then reviewed by the physio before you arrive on his tablet, so doesn’t waste time establishing the nature of the condition. More time for treatment. Everything about the condition, treatment and exercise plan, explained on the screen, with diagrams, all supported with a really fabulous human interaction.

Call Centre Clinic

5 Shocking Things Even Big Brands Are Failing At

If you are a smaller contact centre it is quite normal to sigh wistfully at the bigger centres and wish you had their budgets for technology and resources.

In our latest guest editorial by Carolyn Blunt (Growth & Client Success Director at Davies Learning Solutions) she talks about 5 shocking things she has noticed that even some big centres are not getting right!