Service with a scowl
Whether it’s robotic call centre attendents or sulky staff, John Dell’Armi takes a look at customer experience and advises on how L&D can benefit from boosting theirs. An emotive issue What is customer experience? According to Colin Shaw it’s the next competitive battlefield, some would argue that’s it’s already here. Shaw defines it as ‘a blend […]
Recession-proof your career
Having extra skills in your employment arsenal has never been so important. The Chartered Management Institute’s Ruth Spellman argues the case for CPD. Against a backdrop of rising unemployment and fierce competition for the jobs that are available, it is important that individuals ‘stand out from the crowd’ and are able to prove the positive […]
