Now is the time to plan ahead
As we approach the Easter break, I hope you get a chance for some time off to relax and recharge. Easter is traditionally a time to celebrate new beginnings and hope for the future. After the ongoing crisis of a…
As we approach the Easter break, I hope you get a chance for some time off to relax and recharge. Easter is traditionally a time to celebrate new beginnings and hope for the future. After the ongoing crisis of a…
Last week, I was honoured to attend Parliament to share our latest research and evidence with the Communications and Digital Committee on its continuing inquiry into digital exclusion and the cost of living. Joined by representatives from Capita, Lloyds Bank,…
Have you ever known quite such a strange business and economic climate? On the one hand, we have the continuing shadow of a recession hanging over the economy, with a cost of living crisis that is affecting many households and especially…
The latest figures from the Office of National Statistics (who will be speaking at our Annual Conference in March) revealed a welcome surprise, as the UK eked out 0.1% growth in November. Whilst the figures have caused many commentators to predict a…
As schools return and holiday season draws to a close for most workers, it is important that we, as service leaders, pay due attention to those who have seen us through a tumultuous summer of disruption. From ongoing supply chain…
As the cost of living crisis continues to escalate, putting increased pressure on customers and organisations alike, the role of customer service professionals has never been more pivotal - or more challenging. The headlines are rightly dominated by the strain…
As I follow the rolling news cycle, I cannot help but feel concerned about our nation’s economic and societal future. If we reflect on recent news events, we are seeing a series of very public and serious service failures. Whether…
Tuesday saw new legislation providing greater protection to frontline service professionals from customer abuse come into effect. This comes after two years of campaigning and off the back of your support, for which we are very grateful. In the face of an…
Talking to members, I know I am not alone in feeling concerned for the future of our nation. We are faced with a catalogue of issues: skills shortages after pandemic layoffs, supply chain shortages linked to international conflict, and now…
With passengers being advised not to travel on trains unless necessary next week and UK airlines told to cancel flights that they can't deliver this summer to prevent a repeat of last month’s travel chaos, it’s clear that there will…