This week saw the return of Parliament for the first time in 2023 and there is no doubt there is much work to be done. As the nation battles against a challenging economic climate, the need for strong political leadership…
It has been another challenging year for organisations, full of unpredictability, volatility and rising cost pressures. As we come to the end of 2022, worker discontent is everywhere we look, with more strike actions underway or pending than we have…
As we approach the New Year, our 2023 Trends Report highlights the challenging environment organisations face as UK society becomes more divided, tensions rise and customer spending contracts. Attitudes continue to become more polarised, and supporting those who need it through the…
As the end of 2022 draws ever closer, many organisations are looking to secure much-needed resources to handle peak-period pressures. Of course, maintaining daily service levels and meeting financial targets is critical, and I sympathise with the challenges many are…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Shirley Fell, Chief Operating Officer at Cirencester Friendly Society. Listen to Jo and Shirley discuss insights on National…
Recent headlines bring into sharp focus that we are living through one of the most volatile periods in history. In addition to the challenges post-Covid and the escalating cost of living crisis, reports of a so-called ‘summer of discontent’ present yet…
It has been interesting to observe the growth and evolution of customer service over the past decade, and none more so than the past two years. The pandemic served to highlight the true value of those working in service roles…
Whether we notice it or not, regulation touches many parts of our daily lives. It is an important aspect of businesses within regulated sectors, designed to ensure fairness protect consumers, make organisations accountable and reduce systemic risks for the long-term…
The lifting of all Covid restrictions this week will have sparked a sigh of relief for organisations across the country. Yet the escalating cost of living crisis and the incredibly concerning and escalating situation in Ukraine suggest businesses and their…
The end of the year is approaching, and what a rollercoaster it’s been. For customer service leaders and teams, it’s probably been as tough a year as any – and that’s coming on the back of 2020 when the pandemic…