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Articles and White Papers

Don’t let your people change resolutions melt away

Come January, surrounded by messages of transformation, we become determined to root out all those limiting behaviours holding our team back. This year, we resolve to trounce the competition’s sales results and finally reach the top ten rankings for customer service.

The One Thing You Need to Know About Customer Service

Despite it being 2018, our brains still run on hormonal loops developed to deal with sabre-tooth tigers. We may live in a highly networked, globalised society, but we remain incapable of maintaining stable relationships with a tribe of more than 150 others.

The 4 horsemen of the customer service apocalypse

That’s just the idiotic kind of thing I knew you’d come out with.” With a sigh, Paul rolled his eyes and stared at his wife, disgusted at her lack of intellect. His wife looked away from her husband of five years, folded her arms and thought how furious she was at his behaviour, but she said nothing in response.

Lies damn lies & employee engagement scores

We recently came across a FTSE100 company that had an incredible 140% rate of attrition within one of its divisions. This wasn’t an offshore contact centre, but a £40,000-per-year UK-based role.

Murder on the bank floor

Thanks to a new wave of digital systems and tools, banks have been busy rationalising their workforce: streamlining workflow, automating the back office, replacing people with apps. And no wonder – with the latest cavalry charge of open regulation and digitisation thundering over us, many commentators are proclaiming that “banks must adopt or die”.

Throw away your call centre KPIs

At 10.30am on a Tuesday morning in June, three Blue Sky consultants played a video to a room full of executives and leaders from a FTSE100 company. The video contained strong views from front- line people in the business about the way the call centre operation was being aggressively managed on Average Handling Time (AHT).

The value of having your say…in 280 characters

We’ve all been there – something, be it a service or product that we pay for and use regularly has not met our expectations.

So instead of sitting on the phone for an hour, trying in vain to find out where the parcel you ordered three weeks ago has gone, you immediately take to Twitter to voice your displeasure.

3 reasons why the top 20 doesn’t change

Twice a year, the Institute of Customer Service (ICS) publishes its latest insight and results from their survey of cross sector organisations, and whilst I am always interested to read the results and learn from their insight, I find it a bit demoralising.

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