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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 ...
  • 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 ...
  • “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 ...
  • Cognitive Flexibility

    08 Jan 2020 Institute of Administrative Management
    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 ...
  • 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 ...
  • Customer care begins at the first 'hello'

    07 Jan 2020 Chartered Trading Standards Institute
    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 ...
  • 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 ...
  • Is your contact centre protecting customer data?

    03 Jan 2020 Enterprise Management 360
    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 ...
  • 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 ...
  • CTSI Customer Services support and training

    02 Jan 2020 Chartered Trading Standards Institute (CTSI)
    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 ...