by Alan Dickie
Post | 1st December 2015
The Rugby World Cup came to a climatic end at the end of October 2015, with the deserved winners New Zealand proving too strong for an Australian team full of fight. The All Blacks finally made their way home back to New Zealand and they were greeted with a hero’s welcome – ground staff at the airport doing possibly the most famous signature team dance in the world – the Haka! In the post-match analysis much praise was handed to displays of individual brilliance, notably Dan Carter rounding off a distinguished career with a man of the match performance. The question was asked “How do you create a winning team? What makes them unbeatable?”
by Capita Customer Management
News | 1st December 2015
What an extraordinary two weeks it has been, being recognised by two of the highest-regarded industry bodies.
by Victoria Penrose
Post | 26th November 2015
What happened to ‘the customer is always right?’ It appears that some organisations forget that they are actually dealing with customers - or humans - at all. Endless battles with automated systems, re-directs and circling answer phones achieves nothing but consumer aggravation and disengagement. Did the decision makers ever reflect on their ‘inner-customer’ when creating such a service?