L&D Heroes: a Blueprint for Success

L&D Heroes: a Blueprint for Success

The act of “training” doesn’t currently positively impact the performance of the business. This is not because training per se doesn’t work, it is rather because “training” is actually only part of the solution, with the essential other components needed being omitted...
Contact Centre Complexity

Contact Centre Complexity

This paper explores the impact that Covid-19 and the digital journey has had on customer service and – more significantly – the changes Covid-19 has wrought on workplace learning and agent competence. Are we asking too much of our contact centre agents, and are we...
Consumer Duty: culture crossroads

Consumer Duty: culture crossroads

Consumer Duty: culture crossroads Why Consumer Duty is forcing firms to abandon the traditional approach to T&C and embrace AI-driven continual assessment. About This paper sets out to define what we mean by “Authentic Compliance” and why, indeed, it is a “thing”...
Consumer Duty: litmus test

Consumer Duty: litmus test

Consumer Duty: litmus test Why Consumer Duty is forcing firms to abandon the traditional approach to T&C and embrace AI-driven continual assessment. About This paper sets out to define what we mean by “Authentic Compliance” and why, indeed, it is a “thing” that...