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 operational staff. At the same time, engaged call centre teams took […]

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