27 July 2012
London Olympics 2012 – are we ready to wow?
There are over 200 different countries competing in 26 Olympic and 20 Paralympic sports. People are arriving from across the world to support their national teams, and their enjoyment will surely be influenced by a number of factors - is our Customer Service ready to WOW?
28 May 2012
Behavioural economics in the call centre: To BE or not to BE?
How we access products and services and why we choose to speak to real life people has changed radically over the past 20 years. Jo Thomson details Procter research into how behavioural economics can add value to modern day customer interaction.
04 May 2012
We asked over 150 delegates at events hosted in 2010 – ‘What keeps you awake at night’?
Overwhelmingly, the answer was Leadership in Challenging Times.
24 January 2012
First date dynamics - four phases of cultural integration
New relationships can be exciting and nerve wracking for everyone involved so how do we approach the prospect of two companies merging into one unified culture?