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We’ve just conducted the world’s largest experiment into home working due to Covid-19, and found that where it works, it generally works very well. For many people, the satisfaction levels of working ... -
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Whenever we begin customer experience type projects, one of the key ingredients for success is the creation of a set of clearly defined customer personas. Unlocking what we know about our customers an ... -
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Corporate social responsibility (CSR) is increasingly linked to data privacy which is now embedded in corporate strategy. There’s no denying that adopting better data management can guarantee compet ... -
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“I’ll be your savior, steadfast and true…I’ll come to your emotional rescue.” - The Rolling Stones Anger. Fear. Disgust. Happiness. Sadness. Surprise. Contempt. These are defined as the seven unive ... -
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Cognitive Flexibility is the ability to change what you are thinking about, how you are thinking about it and even what you think about it – in other words, the ability to change your mind. Cognitive ... -
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Communication and collaboration within an organisation, and externally to stakeholders and customers, is fundamental to business success. It always has been, but now in this connected age the necessit ... -
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They say that first impressions count. It isn't merely a common saying - most psychologists think so too. Psychology Professor James Uleman of New York University says: "You don't get a second chance ... -
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Modern data centre networking aims to manage clients with multiple data centre workloads. In such a network, servers are the components that provide the necessary services to users (and the programs t ... -
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Data breaches and cyber attacks occur daily, so it is vital that organisations develop robust security practices. In the contact centre, for example, protecting customer data is absolutely key to avoi ... -
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We're used to hearing people predict what The Office of the Future will look like. It's been going on for a very long time now and each new generation of commentators on the subject comes up with its ... -
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With ever-increasing competition great customer service is essential to every business. The Chartered Trading Standards Institute (CTSI) can help you improve your customer service, create a culture of ...
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