We spend a lot of time talking about transformation, performance and what needs to improve. Do we spend enough time recognising what is already excellent and the people behind it?

Exploring how recruitment and onboarding are evolving as customer service roles change, with a focus on the skills, assessment and support needed to help new colleagues succeed through their first 90 days.

A weekly reflection from Sharon Johnston, exploring the questions, challenges and opportunities shaping customer experience, leadership and organisational change.

The September Coffee Club brought together customer service and operational leaders to explore how annualised hours could support greater flexibility in workforce planning and better align resources with changing customer demand.

93% of people feel more positive about brands that signpost them to help