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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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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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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The Challenge Organisations striving to deliver excellence in Customer Service across a Multi-Channel environment rely on employees providing customers with accurate information and handling every query or processing every request in a professional, timely and efficient manner. However, despite a significant and continual investment in Training, Knowledge Management and e-Learning, Customer Service staff often still

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Reading Time: 2 Minutes Barely a week goes by without a large and usually highly respected and admired organisation having to deal with high profile and unwanted press attention and or significant fines or penalties from a government or regulatory body, because someone in the organisation has made the wrong decision, behaved inappropriately or simply

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  Introduction   While operational risk, defined as “the risk of loss resulting from inadequate or failed internal processes, people and systems or from external events”, are the key aspects of regulatory compliance in the financial services sector, operational risk does not ultimately give much weighting to how “People Risk” effects compliance.  For those sophisticated

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