Outsourcer Arvato wins place on UK government contact centres framework

Global customer service provider Arvato has won a place on a four-year UK government framework for contact centre services, allowing public sector organisations to access its expertise in customer services. Overseen by the Crown Commercial Service (CCS), the Contact Centre Services (RM3815) framework has been established to help public sector bodies maximise opportunities for innovation, […]

Boots pharmacy staff claim they are under too much pressure fearing mistakes

Some Boots pharmacy staff say they are under too much pressure and fear mistakes will be made. One whistleblower, a former manager, said he resigned in 2015 after he took his concerns to the independent industry regulator. Several current Boots pharmacists told BBC Inside Out that understaffing could pose a risk to patients. But the […]

Almost 1 in 4 Brits own a pair of lucky pants

Almost one in four superstitious Brits own a pair of lucky pants, according to new research. A survey of 2,000 UK adults by online games destination, Wink Slots revealed that 26% of Brits own a good luck charm that they wear for prosperity. Pants proved to be the most common wearable good luck charm, as a staggering […]

VW hoping for new chapter and to establish itself as leader in green transport

Volkswagen plans to launch 30 all-electric models to reposition itself as a leader in “green” transport. Matthias Mueller, chief executive of Europe’s biggest carmaker, said huge investments would be needed as the firm moves beyond the “dieselgate” scandal. He hopes that by 2025, all-electric cars would account for about 20-25% of the German carmaker’s annual […]


The language you use makes a big difference to how customers feel, says Neil Taylor. A few years ago, I got talking to a guy called Michael Lenz. He was in charge of experience design at Cisco, and he told me about a big research project into Cisco’s customer experience that he’d commissioned. He wasn’t […]

Top 10 things you shouldn’t print at work

New study finds quarter of employees use the office printer while job-seeking Plane tickets and personal emails have topped a list of the most inappropriate items employees admitted to printing at work, a new study has found. Shockingly, CVs and job applications for roles at different companies are common, with one in five saying they’ve […]

Great Managers Can Fix Broken Performance Management Systems

This is the first article in a two-part series. Globally, companies are scrambling to re-engineer their performance management processes — but many of these initiatives have the wrong priorities. Too many leaders rely on convoluted HR processes and rigid rating systems that are time-consuming and disengaging for managers and employees to use. Though it’s important […]