Training Provider Blog 

For over 30 years we have been saving files in shared drives on networks, and more recently many people have moved to cloud filing. Although cloud filing is different technology for some reason, it is being treated the same. Who doesn’t love to create a little yellow folder!

I have been both delivering corporate training and performing comedy for over 20 years – and in some ways these two parallel careers have little in common.  For example I’ve never opened a comedy gig by sharing my learning objectives for the session. I’ve also never told a joke about my mother-in-law in a leadership workshop. Actually, come to think of it, I might have done... Most of the time though, what you say in comedy is not appropriate for training and vice versa.

A few years ago, I was asked to train a group of PhD hires at an investment bank. We had three whole days to explore communication, impact and personal brand.  The training manager scheduled a call a week or so before the programme and explained that one particular participant (let’s call him Eric) was really struggling with communication. Eric was technically brilliant, however his team had flagged his communication skills as a real area for development.

High turnover is one of the most costly and disruptive challenges in call centres. In the UK, contact centre attrition is often around a quarter of the workforce annually, well above the national average. Each departure can cost thousands in recruitment, training, lost productivity, and customer dissatisfaction. For managers and HR, reducing churn is less about quick fixes and more about redesigning the employee experience from hiring through progression.