Tag Archives: hr

Hacking the Customer Experience

Hackathons have been around for over a decade in the tech industry, possibly longer if different terms are used. Basically, a group of techies get together and spend a period of time focused on fixing a single problem or creating … Continue reading

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Agent Effort is as Important as Customer Effort

Take a look at every customer service or contact centre magazine (or blog) and what are the usual focus areas? Of course there are all the discussions around trends in the market and how fast things are changing, but one … Continue reading

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How finely-tuned is your customer service?

We have all seen the customer service revolution that has empowered the customer with new ways to dictate the way they choose to communicate with the organisations they are patrons of but some industries have embraced the revolution whilst others … Continue reading

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Getting Customer Service right is the strategic future for your business

The customer service function is the most important part of your business today – full stop. With companies like Ford and Jaguar Land Rover now declaring themselves ‘retailers’ first and foremost, this is not just some motivational mantra aimed at … Continue reading

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Customer service starts at the top

An interesting comment on the Fox business pages outlines a belief that you can predict the success of a company based on the way their executive team behaves with their customers. This sounds like common sense, but how many companies … Continue reading

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Going back to school with TP

Across the entire TP group we employ a lot of people, around 138,000 at the last count in 46 different countries. We aim to be an employer of choice in the locations where we operate and our TP University is … Continue reading

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Reading real books for business

Any manager today knows the problem. You want to keep improving your skills and learning more about sales, marketing, or management – all the things a modern manager needs – and the management book section is always heaving with new … Continue reading

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