Leaps and Bounds

Insights

Is Your Operation Underperforming?

9th Jul 2007
As you know, we specialise in helping managers to tackle performance issues and to improve the way they are able to support their staff. You may find it helpful to explore how other managers have turned round their performance or to have a look at quick tips or resources, which help you or your colleagues with problems you face.Read Insight

The Key to Contact Centre Induction

23rd May 2007
Leaps & Bounds have carried out in depth studies of the contact centre inductions at four large customer service centres.Read Insight

What's the secret to looking after your customers?

5th May 2007
I recently had lunch with a business leader, who's name is usually associated with fabulous Customer Service. (You can probably guess who that might be!). Here are his thoughts on how the idea of good Customer Service has developed.Read Insight

6 Ideas for National Learning at Work Week

10th Apr 2007
National Learning at Work Week provides a great opportunity to promote the importance of learning and development. It also gives staff the chance to try out some simple sessions. Here are some ideas and insights from Leaps & Bounds.Read Insight

Compliance v's Commitment

5th Apr 2007
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Outstanding Induction in Action

13th Mar 2007
Staff attrition among new starters costs UK contact centres an absolute fortune every year. So why do so many people leave soon after starting their new job? This month we have case studies from E.ON and Orange to showcase good practice during induction, the subsequent crucial early weeks and months out on the floor and the impact of good practices on staff attrition.Read Insight

Commitment or Compliance?

5th Mar 2007
How often do you find people going through the motions or doing the bare minimum to get by at work? And you know those people who are labelled jobsworths? Organisations are full of people who do the job they are paid to do but that’s all. In other words they comply with what they are required to do to keep their jobs.Read Insight

Focus On Performance

5th Feb 2007
After the festive season, the return to work can provide quite a stark contrast – no more parties or celebrations for a while, the bleakest part of the year and another whole year until Christmas! However, the new year also provides an opportunity. That's where managers and trainers can make a big difference.Read Insight

3 Steps to Successful First Line Management

25th Jan 2007
What is the biggest challenge for first line managers? Is it the change from being one of the gang to being the boss? Or maybe it’s not knowing what it means to be a good manager?Read Insight

Training For Profit

5th Jan 2007
Here are some typical comments, which I heard from a senior manager.Read Insight

7 Steps to More Effective Learning

5th Dec 2006
How well would you learn to ski sitting in a classroom? Most people learn to ski by skiing or learn to cook by cooking. Yet many organisations teach customer service or management skills through theory rather than by practice.Read Insight

Buying Or Selling?

5th Dec 2006
One of the behaviours exhibited by successful sales people is building a common understanding of what the customer needs.Read Insight

How good is your customer experience?

3rd Nov 2006
One company increased their sales by 500% just from concentrating on the customer experience For a full version of this case study, email info@leaps-bounds.co.ukRead Insight

Induction - the answer to Customer Loyalty

19th Sep 2006
Poor induction costs UK businesses £billions each year as most staff attrition happens in the early months. Worse, those staff who do stay are often demoralised and ill equipped to serve customers because of the poor recruitment and induction training available. One client of ours faced exactly these problems and decided the time had come for action. For a full version of this case study, email info@leaps-bounds.co.ukRead Insight

How Many Fires Do You Put Out Each Day?

6th Sep 2006
What are your days like? Do you spend all day reacting to what happens? Do events control you? Or do you plan everything you do and stay in control? Many people talk about being a fire fighter and reacting to events. At work they react to what happens rather than planning what they are going to do. And isn't it a stressful way to live and work? Fear not though, help is at hand. Like knights in shining armour, Leaps & Bounds are racing to the rescue!!!!Read Insight

How Consultants steal your watch and then tell you the time

17th Jul 2006
That’s nearly the title of a book by Martin Kiln (he was writing about management consultants). But it might easily have been written about training consultants.Read Insight

Can you tell the wood from the trees?

22nd May 2006
One of the biggest problems in business today is that we are all so bogged down in the detail that we lose sight of what we are supposed to be doing. Customer complaints, staff attrition, sickness and stress, lost customers - these are all the results of managers who can’t see the wood from the trees.Read Insight

Off to a flyer or stuck in the slow lane?

10th Apr 2006
Staff who are off to a flyer are so much more productive than those who are not. The difference in the quality of service is huge, so why is induction handled so poorly by so many businesses?Read Insight

Do your staff love their jobs?

23rd Feb 2006
One of the best ways to tell if you are managing your part of the business well is to check whether staff love what they do. The reason for this is simple, if staff love what they do, then they are likely to care about doing a good job and if they care then customers will receive an outstanding level of service.Read Insight