Onboarding new Customer Service team members – a best practice approach
Onboarding new customer service team members effectively is crucial for any organisation, especially when they’re in customer facing roles where first impressions matter. A well-executed onboarding process can lead to higher employee satisfaction, reduced attrition and improved customer interactions. Sadly it’s still fairly common for new customer service recruits to be “thrown in at the […]
Breaking the silence: Men’s Health Week 2024
This week is Men’s Health Week and I’m reminded of the old saying… Big boys don’t cry? Men don’t talk? Well, this year’s theme for Men’s Health Week is all about proving that wrong by following the advice of the late, great Bob Hoskins. Remember his iconic BT ad campaign from 1994? “It’s good to […]
Tackling absenteeism in the workplace
Understanding Causes, Impacts, and Solutions of absenteeism in the workplace I was struck by a recent headline stating that Rishi Sunak wants to strip GPs of their power to sign people off work as part of a plan to tackle what he calls the UK’s “sick-note culture”. The prime minister claims benefits have become a […]
Caring at the Core: Elevating Mental Well-being on the Frontline
This week I’d like to highlight the importance of elevating mental well-being amongst our frontline brand ambassadors in the pulsing heart of customer service, where every interaction can swing from delight to despair, our frontline agents stand as the first and last line of defence in the battle for customer satisfaction. Yet, in this noble […]
International Day of Happiness – who tops the leaderboard?
On this International Day of Happiness, ever wonder why some countries seem to be on a perpetual happiness high, while others are stuck in a vibe-check crisis? Thanks to the latest scoops from the ‘Mental State of the World’ report and the ‘Global Happiness Ranking’, we’ve got the insider info on who’s topping the charts […]
Would YOU easily recognise a VULNERABLE CUSTOMER?
So just how do we effectively identify and respond to a vulnerable customer? The 2024 report by NICE, in association with leading research company, Focaldata, entitled The Changing Face of Vulnerability, considers how businesses need to find ways to overcome the complexities of identifying, and then responding to, vulnerable customers – especially given the ever […]
The Digital Brain vs the Human Brain – Fact vs Feeling🧠💖
In the Fact vs Feeling debate trend experts, Exploding Topics, report that there’s been some pretty alarming news coming from the latest scientific studies about the (potential) damaging effects of digital collateral, which we human beings are ‘devouring’ at a rate of knots. On a global scale, the average person spends 6 hours 58 mins a […]
The Power of Positive Self-Talk
According to the National Science Foundation, an average person has around 60,000 thoughts per day, of which 75-95% are repetitive i.e. the majority of the thoughts we had yesterday, are the ones we will have again today – and will have again tomorrow. Which is a little worrying, given that our thoughts drive our feelings, which drive our behaviour, […]
21 daily disciplines for an AMAZING 2023
Here’s our list of 21 daily disciplines to help you achieve amazing results in 2023. They say it takes 21 days to make or break a habit – in fact research proves that it takes 66 days to fully embed the new habit AND, depending on the size and tenure of the habit, it can […]
Dust if you must!
For those who know me well, you’ll know I’m a MASSIVE fan of Robin Sharma, one of the world’s top leadership experts, who has sold more than 15 million books across 96+ nations, including the #1 bestsellers The Monk Who Sold His Ferrari; The Leader Who had No Title and The 5am Club. The man […]
