RSS
-
Something new for August
Posted Fri 31 July 2009 @ 12:43 p.m. by Megan Lacy
A new month means new items for the contact centre section. Our latest contact centre profile is from TOWER and they have interesting times ahead as they are looking to decentralise into five smaller contact centres. Perhaps a full circle for the business as their focus goes to a branch business model. It would be... >> more
Categories: Leadership | Profile
-
The art of motivation... the KITA way?
Posted Thu 23 July 2009 @ 3:57 p.m. by Megan Lacy
In the last few days I have had a similar conversation with a few different people who are dealing with staff and a familiar theme emerged.
They all asked why their staff don’t just do what is expected of them. “We ask nicely, we watch ‘how’ we ask them - we didn’t ‘tell’ them to do something and it is a fair request.... >> more
Categories: Leadership | Profile
-
Actions of a few besmirch noble work of 111 staff
Posted Mon 20 July 2009 @ 2:45 p.m. by Megan Lacy
The Police 111 contact centres have recently got bad press over a few rotten eggs. As we all know, a small minority of contact centre often staff cause the most grief and give the industry a bad rap.
The media report talks about four Police contact centre staff getting disciplined in the last 18 months. If we compare... >> more
Categories: Leadership | Profile