Leaps and Bounds

Insights

Powerful engagement through management action

3rd Jun 2009
This short article is designed to offer support about how you can instantly get more for less from your performance in these turbulent times.Read Insight

How engaged are your staff?

24th May 2009
Research demonstrates there is a significant link between staff engagement and contribution. This short insight encourages you to review your role in building that engagement, even in tough times.Read Insight

Training in turbulent times

21st Apr 2009
Budgetary decisions are difficult particularly in tough trading times however when we know that our staff are the key to unlocking customer advocacy, why is it still the first budget to be cut?Read Insight

Tackling attrition, sickness and poor attitude

14th Jun 2008
We work with organisations who suffer from staff attrition, high levels of sickness, poor staff attitude and lack of motivation. Many of our clients have asked us to address some or all of these issues and we have developed induction programmes, and training for existing staff, designed to ensure that staff are better motivated and use new skills back at work.Read Insight

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
Read Insight

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