Reflection. You look in the mirror and what do you see? Are you looking through rose-tinted glasses? Or is the light too harsh and you are seeing imperfections that don’t exist to anybody else?...

We have launched a brand-new FREE podcast Contact Centre Focus – just for you.

Contact Centre Focus is available on the most popular podcast platforms, and will be a regular, 15-minute...

I have been fighting against my ageing eyesight for some years. I had a test a couple of years ago with Tanya from Ireland, and she explained that my vision was 20/20 – but that I would need...

Disloyal bonding is when somebody representing a customer talks down about an aspect of the business, the whole organisation or individuals or process within it, in an attempt to bond with the...

We are all creatures of habit. If we spend our days on the telephone or meeting with different people about the same subject (selling the same things) then those habits become hugely ingrained....