DVLA's achievements in customer experience and learning and development are a testament to its dedication to raising the bar in public service.
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As customer needs and expectations evolve, so too must our approach to service delivery.
As many organisations shift their focus to values-based assessment centers for recruitment, we will explore together innovative approaches that prioritise inclusivity whilst also aligning with organisational values.
As many organisations focus more on skills-based recruitment and with the average skill lifespan lasting c2.5 years, how can we ensure customer service colleagues develop and maintain the skills required for the future?
The importance of embedding effective coaching cannot be overstated. Coaching plays a crucial role in developing the skills and capabilities of employees, leading to improved performance, increased employee engagement, and enhanced customer satisfaction.
In the area of performance management getting the framework right is crucial for organisational success. The number of meetings that line managers have with their teams plays a pivotal role in this process.
It is crucial that organisations understand and connect with the generation that is driving innovation and change in today's world.
The importance of vulnerability and safeguarding of employees in the workplace cannot be overstated. It nurtures a supportive environment that promotes mental well-being, productivity, and overall organisational success.
Throughout 2023, there was a genuine desire from leaders responsible for the ownership of customer complaints in large operations to come together to share experiences, and learn from each other.
As we work our way through the evolving landscape of talent acquisition, understanding how organisations strategically choose candidates becomes essential for success.
Join us for an engaging discussion focusing on the intricacies of the new Consumer Duty regulation which came into force earlier this year.
In today's frontline customer operations, dealing with difficult customers is an inevitable challenge facing most advisors and team managers.
Complaints are an integral part of any industry. They serve as valuable feedback, providing insights into areas that may need improvement..
Recruitment and retention remain ongoing issues for businesses in all sectors and all geographies.
Hybrid and flexible working are now a part of most organisations' operating models with many businesses still working through how to better establish their approach.
In this session we're joined by Emma Krygier from FCA who will be explaining the key considerations on the upcoming Consumer Duty regulation.
Helping employees perform well is important. Employees need to understand what's expected of them so that they are motivated, have the skills, resources and support they need to succeed.
Webchat is a growing method of contact that helps assist customers with more general or day-to-day questions, and allows more complex questions and inquiries to be handled on a more personal basis.
Dealing with customer complaints is a fine art and an effective complaint handling policy can be the difference between losing customers for good and winning back their goodwill.
Customer interactions are becoming more and more challenging for a variety of reasons; whether it's due to customer vulnerability, anger and frustration, stress or mental health issues.
A strong hybrid workforce starts with a great employee experience that gives colleagues access to the information they need to stay engaged and productive.
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