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People, Organisation and Leadership (40)
Contact Centre, Operations and Performance Management (35)
Customer Feedback and Action (18)
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How to transform your customer experience in your current budget
This white paper has been produced for the Call Centre Helper webinar of the same name, sponsored by NewVoiceMedia.
All Articles
How to write a CV
July 2007
If you read your CV now, what category does it fall into – ‘Buy’ or ‘Bin’? Sue Cooke gives 7 tips on how to make your CV reader be a "buyer".
What do you want to be when you grow up?
July 2007
Do you know what you want? Are you a person who has just fallen into a job role or have you planned your career? Sue Cooke helps you take stock of what you want.
How do I lead my team successfully
July 2007
As a call centre team leader, you will spend some time leading, some managing and some doing. Leading is very much an emotional talent, while managing is much more a rational one. Jonathan Wilson describes the qualities of a good leader.
Coaching - what works and what doesn't?
July 2007
From Jonathan Wilson's experience, there are 10 things that make coaching work – and 7 things that you should definitely try to avoid, if you want to succeed.
Embracing change in your contact centre
July 2007
Delivering change successfully does not often happen by chance. Nick Sanderson describes four high level stages of change delivery to get it right in your contact centre.
Five myths of performance management in customer operations
April 2007
Customer operations are possibly the most measured and metric-bound part of any organisation today. Why are many still struggling to gain significant performance improvements? Why is there continued frustration amongst managers who are theoretically doing all the right things, but seeing little return? This white paper attempts to provide some of the answers.
Outside the Industry
March 2007
This paper was given on March 7th in Monaco to a Pharmaceutical Sales Effectiveness conference and looks at 8 key trends in the move from selling to buying models.
100 things you can learn from GOOGLE
February 2007
The key to success at GOOGLE. Never settle for the best if you can do something to improve the customer experience.
A theory of everything and the meaning of life all held together with string
February 2007
A look at lessons about resistance to change, discovery methods and the importance of unified thinking and symmetry in 21st century management thinking
The first 100 days of a marketing director
February 2007
This is a piece of research into how FTSE 100 marketing directors take on new challenges in new roles. It looks at some simple quantitative and qualitative data on the top eight things to do.