Thousands of accidental cable strikes are recorded every year, and are among the biggest health and safety risks for engineers in the utilities sector. But a ‘sheep dip’ approach to training is not the answer, says Cognisco CEO Mary Clarke. Some utilities are failing to take appropriate measures to mitigate risk and ensure the safety

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Coverage in Contact-Centres.com A recent survey by Which?[i] found that BT, TalkTalk and Scottish Power operate the UK’s worst call centres. Which? surveyed 7,000 consumers who ranked these companies based on staff knowledge, phone menu system, politeness, helpfulness and waiting times.   BT, TalkTalk and Scottish Power all scored an overall rating of just one

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Often, the only contact customers have with a company is through their call centre or customer services team, so it’s crucial that staff deliver a good service at all times. However, some call centres are failing do this, according to a recent Which? survey which revealed the UK’s worst call centres. The consumer champion surveyed 7,000 consumers who

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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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Amanda Green looks at why you might not be seeing the best results from your agents’ training sessions. There is a great deal of pressure on agents not only to provide the right advice to customers but also to deliver excellent service levels. Yet many companies find that, in spite of significant training, agents still

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Cognisco, a specialist in assessing, managing and mitigating People Risk is co-presenting a masterclass called, ‘Evaluation of Carers’ Understanding, Confidence and Behaviour’ in partnership with leading care operator Belong at Dementia Challenge 2015 on 2nd June 2015. Dementia Challenge: Defeating the Disease is the latest in a series of events from Govtoday focused on the

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