Purpose – Explains SITEL Direct's approach to staff retention and how successful strategies to empower, encourage and promote employees provide business benefits to its clients and their customers. Design/methodology/approach – Highlights the main benefits available to agents working in...

Purpose – The purpose of this paper is to explain how a training initiative helped to boost customer service and improve customer relations at a UK workwear‐rental supplier, despite difficult trading conditions across its sector. Design/methodology/approach – Highlights the reasons for the...

Purpose – Details the key role of employees in improving customer loyalty at Discount Bank, Israel. Design/methodology/approach – Explains why strategic change was needed at the bank and how its management settled on the concept of direct banking relationships as the foundation for the...