• Top 5 Takeaways from the Multi Channel Contact Centre Webinar

    It was great to participate in the webinar “How to Develop a True Multi-channel Contact Centre” (#multiCCC) this week, hosted by Dr Catriona Wallace of Catriona shared some of the latest research with the panel and the attendees – with comments and case studies from myself at Telnet, as well as Hamish Grant from […]

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  • Four Questions to ask before sending staff on courses

    As a Manager or Employer, consider the following before sending staff on courses…… 1. Are they fully engaged and genuine about staff development?2. Are you clear about what form of ‘ROI’ you are looking for from the staff member?3. Have you thoroughly researched appropriate courses on offer – how closely do the course topics and […]

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