Finally contact centre staff are getting the recognition they deserve! Reading recent research by Siemens, I was delighted that they too acknowledge that there is a new breed of contact ...
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BLOG: The Professional Listener!
29 July 08
BLOG: Agents need to be empowered now!
17 July 08
Sadly, it’s an all too familiar scenario. You are just about to finish your conversation and hang up, and then you think, wouldn’t it be really useful to have that ...
Read more >>BLOG: Is BA learning a lesson in Bad Profits?
08 July 08
Interesting to see that BA has attributed its nosediving fortunes of late to the rising fuel prices. Those of us with longer memories might possibly be tempted to add that, ...
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