Engaged BT staff attract like-minded customers
Chartered institute of personnel and development conference: coaching for business performance, 26 september 2012, London
By Ros Soulsby
Coaching is significantly boosting employee engagement and thus customer satisfaction at BT.
Disengagement costs the UK some £44 billion a year – equivalent to half the annual cost of the NHS, revealed Caroline Waters, director of people and policy, BT Group.
Coaching, she suggested, can help turn this around.
At BT, when managers were coaching their staff in teams, there was significant engagement, resulting in 23 per cent higher productivity for...
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