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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 […]
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 […]
Lessons from Janus the Two-Faced God
Janus, the Roman god, to whom we owe the naming of the first month of the year, January, looked forward into the future while also having the wisdom for reflection and resolution of the past. Starting a new year is a perfect time for closure on things as well as to reflect while making plans […]
Leaders are Like Gardeners
We think about and refer to leaders in many ways – good, bad, poor indifferent, charismatic, dynamic, legendary, but have you ever thought that leaders are like gardeners? Let me explain. What or who is a gardener – someone who prepares the earth, plants seeds, nurtures those seeds as they grow to become young tender […]
Does your employee appraisal process need an appraisal?
“The most basic problem is that performance appraisals often don’t accurately assess performance.” – W. Edwards Deming (Founding Father of Total Quality Management) We traditionally rely on employee management performance systems / performance appraisals to give feedback to our employees. In most organisations this is a yearly ritual after having completed the statutory probation period. […]
Is your job making you sick? The impact of fear on health
In a recent blog I wrote about the impact of a toxic job. The blog covered typical symptoms that the body expresses when subjected to a constant level of “uncontrollable” stress. What I didn’t talk about is why these symptoms appear and the damage that might be occurring in the body as a result of […]
The New Hybrid – 7 Tips to Make it Work
Nothing to do with a car! This term “hybrid” is commonly brandished around to refer to combining working hours or days from home or some other remote location, as well as from an office. How this looks now or will look in the near future is quite clear for some companies, for others it is […]
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 […]
6 Reasons Why it is Important to Include Game-Based Learning in Your Content
A Guest Post by Shaheen Sajan Can gamification make learning more meaningful or should we brace ourselves for a new wave of e-Learning courses diluted of any substance? Here are 6 reasons why Gamification is not just a passing fad or trend and why it is here to stay. 1. A CARROT INSTEAD OF A […]