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The Business Case for First Call Resolution

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To Delight or Not to Delight. That Is the Question!

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Is Customer Effort the Next Customer Experience Metric?

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I Want to Be a Customer Service HERO

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A Call for Civility

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The A-Z of Coaching

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How to present training material? bound manual? power point

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Not evangelical about social media? Join the club.

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The new era of vocational qualification assessment

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5 tips to giving feedback which is accepted first time around

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Balancing life, work and Wilko’s!

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That was the weekend that was…

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Companies have “no comprehensive overview” of coaching

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How to get better value from your online training

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How to combat the constant pressure to deliver L&D ROI

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Have you ever been an Ostrich Leader?

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Bill Gates in predictable ‘internet is the future’ statement

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Skills minister endorses ‘Cafe Culture’

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Who will you trust? (Part 2)

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Book review: NLP – principles in practice

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Most read this week

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Mastering skills personalisation: Navigating the pitfalls of skills frameworks

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Five ways to build adaptability and unlock human advantage in 2025

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Human-centred leadership

Leaders need to stop the self-sacrifice cycle

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Middle management’s biggest challenge

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Unlocking courage

We need braver leaders, so how do we get them?

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