Change management

Content tagged with Change management

Articles

• The cycle of experiential development: Driving through personal, team and organisational change

• World-class service: Definition, promotion and measurement

• Poor service costs the UK economy £15.3 billion a year

• Bausch and Lomb: focusing on the customer during times of change

• Edexcel: Using the Institute's service standard

• Eurostar, customer experience and emotion and competitiveness

• The rise of the monster customer

• Banking on change: How technology and customer behaviour are changing banking

• Home based contact centres - a time for new thinking?

• Why understanding baby boomers, generation X and generation Y holds the key to smart 21st century cu

• Managing generation differences in contact centres

Downloads

• Why understanding baby boomers, generation X and generation Y holds the key to smart 21st century cu

  Paper that provides a framework for customer service leaders to analyse and manage the generation ga

• The cycle of experiential development: Driving through personal, team and organisational change

  Paper that introduces the idea of The Cycle of Experiential Development, a way in which to expand st

Products

• World-class Service

  Literature review that explores the meaning of the term 'world-class service' (WCS), models to promo