Preparing for Peak

How emotional intelligence can help you cope with Christmas

Published on: September 10, 2021
Author: Pauline Ashenden - Demand Generation Manager

In our latest guest blog, industry expert Sandra Thompson explains what Emotional Intelligence (EI) is, and how it can help your teams better deal with the Christmas rush.

Why now is a great time to optimise your customer service - Part 2: Analyse your business

Published on: July 22, 2020
Author: Anne-Merete Jensen - Senior Business Consultant

In this post we look at auditing your organisation and listening to your frontline staff who spend their days dealing first-hand with queries and issues from consumers. Consequently, they have an unrivalled amount of experience of where there might be gaps and how processes can be improved. Start by asking both agents and managers these nine key questions...