The last 3 weeks have been some of the most challenging of my career working in the contact centre and CX industry. Our priorities have been ensuring the health and safety of our agents whilst maintaining business continuity for our ... View Article
Article by 29 April 2020
Disruptive change creates uncertainty and we resist it because it is uncomfortable. Uncertainty generates a range of emotions, polarises opinions and can lead to relationships breaking down. It requires great skill and flexibility to lead through uncertainty. It is also ... View Article
Article by 28 April 2020
The COVID-19 pandemic has forced organisations across the world to shift to remote working – a monumental operational change testing both processes and digital tools. This shift also is creating unique and unforeseen managerial challenges related to employee wellbeing, productivity ... View Article
Article by 27 April 2020
Just as in nature, survival among businesses is determined by the ability to adapt to change. It’s estimated that as a result of the coronavirus pandemic a quarter of the world’s population now finds itself living under some form of ... View Article
Article by 23 April 2020
We’re not just WFH. The idea of working from home suggests some kind of security, a place of safety from, which employees are seeking to carry on business as usual (for those fortunate enough to still have paid employment). Except ... View Article
Article by 22 April 2020
The struggle for survival. The 5 years following coronavirus lockdown will be characterised by struggles between powerful forces. “Could the renewed shock of human vulnerability in the face of Covid-19 make way for an increased willingness to face other perils, ... View Article
Article by 22 April 2020
The HR function, perhaps more than most, is one that heavily employs buzz words and terminology – and this isn’t a bad thing if these neatly encapsulate a concept, aid understanding and engage audiences. ‘eX’ or ‘employee experience’ is one ... View Article
Article by 22 April 2020
Diversity refers to demographic differences of a group – such as age, disability, gender, race, religion or sexual orientation. Inclusion is often defined as the extent to which everyone at work feels valued, supported and accepted, regardless of their background. ... View Article
Article by 16 April 2020
One of the effects of Covid 19 in the last few weeks is that that many Leadership and Management teams have experienced first-hand the challenges of working remotely. Very quickly it can lead to misunderstanding and distancing of team members ... View Article
Article by 15 April 2020
Organisations and employees across the world are bracing themselves during these unprecedented times. Many governments including the UAE understood the severity of the situation very early on and responded proactively, were highly organized, strategic, and technologically advanced in conducted activities ... View Article
Article by 15 April 2020