November round-up- 09 December 2009
In November we welcomed Cheshire East Council, Sheffield Teaching Hospitals NHS Foundation Trust and Scottish Building Society to the Institute.
Members who renewed included Tattersall Training, Llyods Banking Group and Arriva.
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November was one of our busiest months for forums and awards training events. Highlights included a round table meeting on complaints management (hosted by Scottish Water), a customer service forum hosted by Inchcape Fleet Solutions and our second healthcare forum, hosted by Kavanagh at Tower 42, London. (Members can download presentations from this event from our members area — requires login).
We continued to roll out our awards programmes across more organisations: Scottish Water and Stirling Council were granted Approved Centre Status, while OFSTED and The British Council hosted training workshops.
In November we published four more Literature Reviews (short reports that summarise current thinking on the major customer service topics and point readers to the literature that informs it) and plan to publish four a month into 2010. November’s included a summary of the latest thinking on what skills contact centre operatives need, and a review of lean and six sigma.
We also launched a simple diagnostic tool based on our research into service agility. ServiceAgility surveys up to 50 staff and produces a report that indicates just how agile the organisation is, and how it can adapt to become more agile.
Finally, membership director Mike Crowther was delighted to host the annual Northern region dinner for ICS members.
Take a look through our events diary to find a networking event for you. You can also join our LinkedIn group or read our blog to connect with other customer service professionals online.
Source: ICS