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Employee Engagement
Contributor: Colin Shaw
Posted: 05/30/2017
How great leadership drives employee engagement
It’s tough to get employees engaged, but when you do it’s worth its weight in gold. CX expert and blogger Colin Shaw shares how he achieved this A number of years ago, back in my corporate career, I was asked to take over 20 call centres. The previous manager had been asked to move on, with good reason; he was a very poor leader. He thought manage Full Article »
Posted: 03/28/2017
How Metro Bank Builds Emotional Engagement
Chris Brindley is the Managing Director of Metro Bank. In an interview at the Customer Experience Exchange for Europe, he spoke about:How financial services can rebuilt trust with their customersThe importance of speaking about fans instead of customers and colleagues instead of employeesWhy they benchmark themselves against the best retail brands Full Video »
Contributor: Zarina de Ruiter
Posted: 09/27/2015
Interview with Ian Kenealy, Head of Customer Data & Analytics at RSA Insurance Group, about delivering an optimised customer experience utilising insights from data and analytics.Ian Kenealy is the Head of Customer Data & Analytics at RSA Insurance Group. In his role he heads up the team responsible for all customer and marketing analytics Full Podcast »
Contributor: Zarina de Ruiter
Posted: 06/20/2016
outsourcing
Outsourcing has gone hand in hand with call centres for decades. Whether for budgetary reasons entirely, to provide a better service or to reap efficiency gains, many large organisations have opted for outsourcing their call centre function at one point or another. But as the call centre has evolved into a contact centre, where other channels of c Full Whitepaper »