Katherine Wiid's Blog (2)

At a recent meeting a senior HR Director said to me: "Real engagement is when one of your people says to a friend: 'I'm working for a great firm – why don't you come and join me there?'" Over years of consultancy I have worked with businesses where 'engagement' was high and others where it was low. My story is of one firm which achieved high engagement. A husband and wife team decided to go into the broadband business just as it was taking off in the UK. I got to know them when there were 8 pe… Continue

At a recent call centre attrition conference I attended in London I was impressed by the innovative speakers from some of the big brands like Barclays and Royal Bank of Scotland who were tackling their staff turnover issues creatively and with some success. However the feeling around the table was "well we are doing the same things but our turnover is still high." Further discussions revealed that whilst HR and Call Centre Managers were adopting the latest tends, they weren't utilising the info… Continue