What Contact Centres are Doing in 2018
Those very clever people at Call Centre Helper have just produced a fascinating report following a survey amongst 350 contact centre professionals – the aim is to capture a snapshot of exactly what contact centres are doing right now! Some of the stats that intrigued us the most included; The NPS fad is fading! Down […]
FIT Comes of Age on Valentines Day
We’re feeling incredibly emotional this morning, in more ways than one, although all of these emotions are happy and positive ones because….. 18 years ago on 14th Feb 2001, we launched our beautiful little company, First Impression Training Ltd and today, after a journey of relentless hard-slog, sweat and (many) tears, we have finally come […]
Hello from the FIT Apprentice
On Monday 4th January 2016, at the start of a brand New Year, the FIT Team moved into their brand new, fresh-as-a-daisy offices in Lordswood, Kent. New desks, new chairs, new desktops, new office supplies, a new FIT Apprentice (moi)! So what could possibly go wrong!? Ah well…… The first major hiccup on our very […]
Avoiding Burnout Amongst Frontline Staff
Burnout is a common problem for frontline staff, especially when they have been in the same role for several years and know the job inside out, to the extent they’re operating on autopilot. Such employees will often be simply going through the motions, unaware that this will lead them subconsciously to develop bad habits. The […]
That’s enough about me – what do you think about me?
Ok, I’m going to self-indulge for a moment this week and I hope you stick with me, because this week’s blog really does have something for YOU too, if you just read on for the next 2 minutes or so.. They say people will never rise above their own opinion of themselves and sadly, even […]
My Husband (and Business Partner) Left Me on Valentines Day
I’m writing this week’s FIT Bits on the evening of Valentine’s Day – sitting on my lonesome in the office, feeling very sorry for myself and a little unloved to say the least. My husband (who, as many of you know, is also my business partner) has deserted me, or rather chosen to spend the […]
Why Great Team Leaders Are The Best Thing Since Sliced Bread
You know the mistake many businesses make is that they take their best customer service representative, or telesales executive, and they promote them to team leader because they’ve done such a great job as a CSR or telesales exec. Yet these are two completely different mindsets, two completely different skillsets or, for want of a […]
Measuring customer loyalty = cash in the bank
If you’re a regular reader of our posts you’ll know that we often talk about the essential need to improve customer loyalty to ensure they keep coming back and spending money with you time and time again. Done well it creates a real win-win – for your customer who feels valued and enjoys the experience […]
We’re recruiting…very special trainer required
You know what we’re all about here at FIT – we’re passionate (some say obsessed) about peoples’ potential! Our team of talented consultants have all truly walked their talk, from entry level upwards within the call & contact centre industry and their collective experience spans over a hundred years – so the team really do […]
CEO – Clueless Executive Officer!
I’ve just read a very interesting report by the Institute of Customer Service that claims CEO’s just haven’t the foggiest when it comes to what customers want. Worse still, it also seems that some of them wouldn’t know how to deliver good customer service if you told them how either! The survey entitled ‘Leading by […]
