Saddling up to keep our work in shape
Neville Upton, managing director of the Listening Company, writes about his past seven days.
MONDAY
I start each week by making myself a promise that I will undertake three pieces of exercise, I promise my kids that I will drop them off at school at least once and I arrange a babysitter for one night so that my wife and I can go out together. The Listening Company now manages 31 million conversations for our clients so getting all the ducks in a row is essential.
TUESDAY
We're currently working with Highbury College on an NVQ in Customer Service and today I meet the team to see how this is developing. We want to elevate the recognition of our people.
I'm tired of hearing contact centres talked about as dead-end careers – five out of eight of our executive board started on the phones. Working in a contact centre teaches skills that are transferable to any career and this is seldom recognised.
WEDNESDAY
We run a number of initiatives for staff and for this morning's board meeting we are joined by our director of motivation, former England rugby and Wasps captain Lawrence Dallaglio. We discuss new motivational programmes and the benefits of these to staff. Dallaglio has achieved the absolute best in his career and we learn a great deal from his experiences.
THURSDAY
Earlier this year we introduced EpiCentre, our customer and prospect management innovation, and this afternoon I am meeting a client to discuss the advantages. People now want to communicate with a brand in the way they want to, not how the brand wants to communicate and we allow this to happen by offering customers the opportunity to receive info via telephone, email, Vmail and SMS.
FRIDAY
Today it's all about Project Saddle! We are arranging a charity bike ride between all six locations of The Listening Company; from Brora in the Scottish Highlands to Glasgow, down to Newcastle, on to Richmond then on to Tonbridge and finally Portsmouth.
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Weather for Portsmouth
Sunday 12 February 2012
Today
Cloudy
Temperature: 3 C to 7 C
Wind Speed: 12 mph
Wind direction: North west
Tomorrow
Cloudy
Temperature: 3 C to 7 C
Wind Speed: 18 mph
Wind direction: North west
