Not so long ago, people thought Reputation and any risk associated with it is was readily managed and easily addressed by some fancy footwork from the PR team. Now, it is entirely tangible and measurable (ask Gerald Ratner, it cost him circa £500M). It’s worse today. Organisations hit by reputational damage can expect an instant

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ISO 27001 Certification – What it means: We take our customers data seriously, we protect it. All of our customers are able to rest assured that we are certified to secure their corporate information and manage threats to confidentiality. Our ISMS certification demonstrates that we have the processes in place to control security risks, protect

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What is a reiteration relapse? The word reiteration means to say or do something again, or many times over. Relapse is often used when a person who, after a period of improvement, becomes ill again or starts exhibiting prior bad behaviours – they relapse into a previous habit or condition. Marrying these terms in a

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As consumers our expectations are too high. We demand too much. And we are too quick to point the finger. And when things go wrong, it’s easy to complain, moan, up-sticks and move to another supplier. It feels good to cheer when organisations are hit with fines and we revel telling them directly what we

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Human error. A term used when companies are unable to blame systems, technology or process when things go wrong. It’s a throw away phrase which has been used as an acceptable excuse for countless major incidents and catastrophes in recent times. Human error apparently took the lives of 11 people and injured at least 80

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The good news for Call Centre Operations No doubt you’re already investing and working tirelessly on your Customer Experience Strategy. There’s a good chance you’ve identified the key issue areas, you’ve set a plan of action in place to address the symptoms and you’re working hard to evidence an improvement through your standard KPIs. You’re

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