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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Part three of three. Why is it important to avoid a one sized-fits-all approach to training? If you can identify who needs what training, where, when and why, then you can appropriately assign your people to courses, and this has massive cost benefits. For example, you could put 10 people through a very brief assessment

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Part two of three. What does an inadequate service cost an organisation? Reputational damage. At the very minimum your customers are going to talk about their experience to others, but on the other end of the scale they may walk – either way it generates a lower customer satisfaction score. It also increases the likelihood

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Part one of three. Customer satisfaction is essential in building a successful business with customer experience certainly becoming the differentiating factor for many Call Centre Operations. Over the next 3 blogs posts our Principal Consultant at Cognisco, Amanda Green will reveal how you can improve your service in a few easy steps following her in depth interview with

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What’s the problem? Across the UK, we have a problem. Our managers are under qualified and under trained. A recent cross-industry CMI survey indicates that 71% (150,000) UK managers are either given inadequate or no training at all, especially in the earlier stages of their role. The cause (Cross Industry Data): 1. Only 4 days training

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