What’s your Text-to-Switch strategy?
Happy 50th Birthday, “World Telcom Day”!
Our world is constantly going through change. With Ofcom’s ‘Text-To-Switch’ reform being introduced from 1st July 2019, we are asking: What your Text-to-Switch strategy?
Creating Curiosity In Telecommunications
Find out how creating curiosity and great conversations in telecommunications can lead to success.
In telephony based interactions, first impressions are formed in the first 7 seconds of a call, so understanding the Magic Minute is essential.
People have been trying to change forever.
They want to change because they want to be better, happier, richer, slimmer, kinder, faster, more successful, get promoted… we all have a list of things that, if given the Genie’s three wishes, we would change about ourselves.
20 toxic behaviours that are polluting your workplace right now
We take a look at 20 toxic behaviours that are polluting your workplace right now. To start fighting them, you need to expose them. How many do you recognise?
That’s where we come in; we’re here to help you recognise, cleanse and manage toxic behaviours around you.
What does great dialogue look like?
Great dialogue is the most powerful skill a leader can have. But is yours up to scratch?
How we use dialogue with people makes the difference between building good strong relationships built on trust and respect and not.
Get your business up to speed with our Evolved Dialogue Model.
Why is customer complaint handling so important?
Despite significant investment from many organisations in digital and CX transformation, why do we see customers ‘experiencing a problem’ at its highest ever level?
Are you asking Genuine Questions?
Genuine questions come from curiosity and compassion – a desire for us to learn while temporarily suspending judgment rather than proving to others we are right, and they are wrong.
Are you asking for things in the right way?
The great engagement turnaround: How BT Enterprise and Blue Sky won a coveted ICS Customer Satisfaction award
This month, the Blue Sky team was thrilled to pick up a prestigious for Customer Feedback Strategy at the ICS UK Customer Satisfaction Awards with our client, BT Enterprise.
Rupert Leyland, Sales Director at Blue Sky, shares the journey behind their success.
The Employee Experience… You’ve Got it All Wrong!
Just You thought you had it nailed, your employee experience scores have plummeted!
Benefits are short-term perks thrown at employees all the time.
Culture, on the other hand, is the deep and often invisible set of beliefs, behaviours and stories within which employees operate.
Cracking the conversation code with Computational speech analytics: Turning your voice data into great business outcomes
Computational speech analytics has enormous potential. But as Andrew Moorhouse, Director of Insight at Blue Sky points out, extracting the data that will genuinely lift your customer experience scores is trickier than it looks.
It’s an AI utopia, right? Well, not quite.
Tune in with your people, before you turn on the PC
Research published for Harvard found that 80% of the variation in engagement is attributable to leadership.
As leaders, we know that engagement drives performance, it’s not the quality of our strategy that engages our people but the human touch.
Remaining Curious about your conversations
When we need to have a difficult conversation with someone, or a conversation which could result in disagreement or conflict, its best to always remain ‘curious’.