We bring together years of practical Sales, Service and Management experience, both operationally and from a people management perspective. This ensures that we have the credentials to provide People Development and Operational Consultancy to a wide range of Organisations in the UK, Europe and Globally.

We operate on a not-for-profit basis with an extensive network of experts across the UK and internationally, working in partnership with our Clients to train, support and advise through people and performance challenges. We ensure that a tangible Return on Investment can be measured within agreed timescales.

In taking a holistic approach in all our Client partnerships we ensure that we “match” the culture of our Clients organisation and link our deliverables closely to all the areas of interaction in the business.

Our commitment is to ensure that our team deliver the high quality of Observation Consultancy and Facilitation and are perceived as highly credible.

Jez Fernandez
Client Manager, Private Sector
email: jfernandez@lsnconnections.org.uk


Gary S Creigh
Client Manager, Private Sector
email: gcreigh@lsnconnections.org.uk

NICE delivers tailored solutions for financial firms, contact centres, back office operations and sales and marketing departments. Our solutions capture, analyze and impact customer interactions and transactions in real time, and across all customer touch points, enabling organisations to comply with regulations, optimise operations, boost customer experience and drive revenue growth.

ResponseTek provides on-demand customer experience management (CEM) software and solutions to help companies continually improve the quality and consistency of the delivered customer experience.

ResponseTek was founded in 1999 to provide companies critical information for running their businesses – the voice of their customers. ResponseTek has subsequently become the leading global provider of Customer Experience Management (CEM) software solutions, working for some of the world’s leading brands, including HSBC, Aon Corporation, Barclays Stockbrokers, and lastminute.com.

ResponseTek:CEM has been designed to measure and report on customer experiences, capturing insights on customer experiences when and where they occur, and delivering them continuously and in real-time. The goal? To improve customer experiences, and improve your business.

TomorrowToday is an international research, training and consultancy company helping small and large businesses to be successful in the new world of work. We use thought leading keynote presentations, facilitated workshops, training and research engagements to help our clients understand – and respond to – the key trends shaping the world, and gain tomorrow’s competitive advantage today.

Interactive Intelligence Inc. (NASDAQ: ININ) is a global provider of unified business communications solutions for contact centre automation, enterprise IP telephony, and business process automation.

The company has developed an all-in-one IP communications software suite that’s scalable and standards-based, offering single-platform architecture with inherent multi-channel processing to deliver comprehensive applications minus the cost and complexity introduced by multi-point vendors.

Founded in 1994 and backed by more than 3,500 customers worldwide, Interactive Intelligence is an experienced leader delivering a comprehensive solution-set composed of premise-based and communications-as-a-service (CaaS) offerings, including software, hardware, consulting, support, education and implementation.

Call Centre Helper is the UK's most popular call centre magazine with over 80,000 readers. It is a free, weekly on-line magazine aimed at giving call centre people advice on how to make their businesses work more effectively.

There are 4 distinct call centre areas - management, technology, life and jobs - the aim is to help readers navigate swiftly to the area that interests them most. There are many regular features including 'top tips' articles and panel discussions that ask experienced people to answer real-life contact centre problems faced by their peers. We have also produced a number of reference guides aiming to be the main source of content on the internet for specialist call centre areas.

So, for advice and tips on managment, technology and working life, visit Call Centre Helper at www.callcentrehelper.com.

Established in 1994 to promote the profession of call centre management the Call Centre Management Association (UK) is an independent, not for profit organisation for Call Centre Managers, Supervisors and Team Managers funded by membership subscriptions.

The CCMA is run on an unpaid, voluntary basis by an elected Board of call centre professionals who give up their own time to put something back into their industry and help to support others.

There are around 600 CCMA members in the UK and our mission is to contribute to the continuous professional development of call centre managers and supervisors and to assist wherever we can in sourcing high quality training courses. www.ccma.org.uk

CSN is one of the UK’s largest and most successful customer service networking organisations. We support organisations on their journey to service excellence through a range of services including; assessment, benchmarking, training, consultancy and complaints management. Through our multi-channel surveys we measure customer and employee perception, identify key areas of importance, and recommend actions that deliver real improvements by providing user-friendly interactive reports, alerts, presentations and live on-line results. CSN are all about supporting organisations with best practice solutions, advice and helping them deliver the things their customers really want.

MyCustomer.com is the leading online community for CRM professionals in the UK, serving over 70,000 members with a wealth of breaking news, features, research and analysis, and forums; covering key topics including: Customer Intelligence; Customer communication; and Customer service and experience.
Visit us at www.mycustomer.com
 

Stakeholder Satisfaction is the magazine for people who want their organisation to deliver results to employees, customers and any other stakeholders as part of a coherent strategy to create value for shareholders. We publish serious articles designed to inform, stimulate, debate and sometimes to provoke. 

Recent issues have included articles on topics such as customer satisfaction and loyalty, customer experience, customer lifetime value, service-profit chain, balanced scorecard, the UKCSI, consistency in service delivery and complaints management.

People focused articles have included employee engagement, employee surveys, rewarding contribution, emotional intelligence and empowerment as well as articles on wider stakeholder groups.

Free subscription available on the magazine website (UK only)
 

The UK’s leading experts in customer experience measurement with a proven track record of improving companies’ loyalty and profit.

Specialising in measuring customers’ satisfaction and loyalty.

We provide clear, relevant and actionable data that will drive changes in behaviour. We provide i nformative, reliable, benchmarkable results (NPS, Sat Index, satisfaction, loyalty & importance scores, customer experience modelling, vox pops) and compelling commercial reasons why customer loyalty pays (using your internal data to put £s against customer satisfaction)

We are more than collecting and delivering data, we motivate and support our clients to translate results in to action. We:

• Introduce you to other clients
• Send you Stakeholder Magazine
• Invite you to latest thinking briefings & training

With experience across all industries our client list includes Allied Irish, British Gypsum/Saint Gobain, City & Guilds, Cooperative Group, Direct Line, LV=, Rolls Royce, Royal Bank of Scotland, Visa, VW and YHA.

The WOW! Awards is the UK’s only national award for customer service based purely on customer nominations. 

Benefits of using The WOW! Awards include:- 

• Improved employee morale
• Improved manager/employee/customer engagement
• Increased customer feedback
• Improved discretionary effort
• Improved employee attendance and retention
• A positive way to promote your business.

Mission statement:  To raise standards of customer service in the UK to the point that visitors from Florida say, “WOW!  Have you seen what a great job the Brits are doing!”

Managing Director and creator of The WOW! Awards is Derek Williams – one of the UK’s leading authorities on customer service, an international speaker and author on the subject and a past Chief Executive of the Society of Consumer Affairs Professionals.