Purpose – Challenges the notion that people resist change and puts forward a strategy for getting the majority of people in an organisation to support a change initiative. Design/methodology/approach – Identifies four main groups within organisations – saboteurs, groupies, double agents...

Purpose – Puts forward the reasons to focus on employees of call centres and contact centres above any other factor, when looking at ways of improving the customer experience. Design/methodology/approach – Presents the views of Ian Munro, managing director of Contactcenters.com, who has 20...

Purpose – This article highlights coaching techniques that are particularly appropriate to use with high achievers. Design/methodology/approach – Draws on the author's considerable research and practical experience in the field. Findings – Argues that the coach should have a good...

Purpose – This article discusses the process of incorporating ethnic people in organizations to enhance business goals and the company's reputation for internationalism. Design/methodology/approach – Describes the setting up and sustaining of the Asian Customer Care Centre of Telecom New...

Purpose – This article describes how Coca‐Cola Enterprises has established forward‐thinking, diverse anti‐ageism policies in order to comply with new UK legislation and achieve age positive “employer champion” status. Design/methodology/approach – Outlines the steps the company...

Purpose – Focuses on how WSP Environmental is using real‐world community projects to combat the challenges of knowledge sharing, and to develop improved virtual teamwork, cross‐cultural communication and ambassadorial leadership. Design/methodology/approach – Describes how a team of ten...

Purpose – This article describes a training program for new recruits to the UK call center of direct‐savings bank ING Direct. Design/methodology/approach – Draws on information provided by the company's senior trainer. Findings – Reveals that when ING Direct launched in the UK three...

Purpose – This article describes an award‐winning training programme that has helped Somerfield supermarkets to prepare potential managers from within the company for posts at senior‐manager/executive level. Design/methodology/approach – Draws on information provided by the company's...

Purpose – The article describes an award‐winning training program that has helped Holiday Extras to cut call time and improve customer service in its 85‐seat call center. Design/methodology/approach – Draws on information provided by the company's call‐center operations manager....

Purpose – This article describes the dramatic turn‐around achieved at a UK toiletries and cosmetics plant which, once faced with closure, is now described by Procter & Gamble as one of its best suppliers, with a P&G audit score of 100 percent. Design/methodology/approach – Concentrates on...