Weekly webinar: Head to Head Interviews with Business Leaders
Each week our CEO, Jo Causon, will interview a business leader to discuss the challenges their organisation is facing.
Grateful to be seeing out a tough year for our service nation
By Jo Causon, CEO, The Institute of Customer Service While I am penning my last column of 2020, I appreciate that many of you will be working harder than ever over the remaining days of this year to uphold the…
Delivering excellent customer service through procurement
On the 24th September, we launched our latest Breakthrough Research*: The Procurement Partnership – Developing relationships to deliver excellent customer service though procurement. The key purpose of the research is to identify best practice in procurement of services and capabilities…
How to define and measure the return on investment of customer service
At a time of acute financial challenge, organisations need to make savings and think hard before making any new investment. It can be tempting to see customer service as a cost centre - an opportunity to make savings which quickly…
Recognise excellent service to keep staff motivated for the task ahead
As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce back into the business.
Tough short-term decisions must not be at the expense of long-term performance and productivity
As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce back into the business.
Unlocking service productivity to fuel economic recovery
As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce back into the business.
Engaging your workforce to rebuild our economy
As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce back into the business.