Category Archives: Contact Centres

How To Make Your Core Values Work

They’re funny things, Core Values.  They seem to have adorned more mugs, pens and mouse mats over the years than I can remember.  All this effort, excitement and expense, yet the values they’re designed to embed so often fizzle out … Continue reading




Posted in Blog, Contact Centres | Tagged call centre, contact centre, core values, Culture, Mission and Values | Leave a comment

Is Your Business Suffering From Also-ran Management?

I work with businesses to inject new thinking into their environments and help make them more dynamic.  One of the most common problems I come across is bland management. I’ve worked in and with a lot of organisations and I’ve … Continue reading




Posted in Blog, Contact Centres | Tagged call centre, contact centre, Leadership, Management, management development, team leaders | Leave a comment

Are Call Monitoring Forms Killing Customer Experience?

Today I feel compelled to write about one of my pet hates – the dreaded Call Monitoring Form.  Over the years, they seem to have grown into a necessary evil, used to beat agents with when they accidentally roam from … Continue reading




Posted in Blog, Contact Centres | Tagged agent motivation, call centre, call centre agents, call centre motivation, call monitoring, Call monitoring forms, customer engagement, customer service, team leaders | 1 Comment

Does “Is There Anything Else I Can Help You With?” really add value?

“Is there anything else I can help you with?” I’ve often pondered why so many organisations insist on their call centre agents saying this at the end of every call. It’s hated by call centre agents and slightly irksome for customers. … Continue reading




Posted in Blog, Contact Centres | Tagged call centre, contact centre, customer experience, customer service, is there anything else I can help you with? | 1 Comment

Serious about Customer Loyalty and Differentiation? Then Involve, Engage and Empower Your Call Centre

Leaders constantly strive for brand differentiation; agonising over that prized nugget that separates them out from their competitors. Yet one of the most compelling differentiators is right under their nose…   Before Doing Anything, Consider what Customers Really Value Competing … Continue reading




Posted in Blog, Contact Centres | Tagged call centre experience, call centre training, CRM, customer centric, customer experience, customer loyalty, customer service, voice of the customer | 2 Comments