Citizens of the world

It’s a small world. I’m in Singapore and Melbourne this week. And I owe a big thank you or two. I was supposed to be back in London hosting our Chief Customer Officer Forum after presenting in Singapore to help my French colleagues who have set up there. Hosting at a certain xenophobic newspaper strangely […]

Things you need to know about Homeworking

Home-working is definitely an option that is well worth consideration. It may need a shift in thinking from the norm but the cost and people benefits appear to far outweigh any disadvantages. We, as managers, need to put our trust in our employees and adapt to this new concept. We need to think creatively about […]

Move agents to their homes

A company I`ll simply call “Star” found that its best customer service agents walked out the door in an 18-24 month period, and because they were the best agents with the highest productivity, it meant they had to replace them with two to three new hires. Star`s HR manager and Head of Customer Service piloted […]