Connections Ltd

We provide expertise on customer experience strategies & practices, leadership & coaching skills, multi-channel development, knowledge management and process management. We set up businesses to deliver sustained improvement in customer & business results. We're committed to delivering a legacy of better results. Our team’s recent projects include to: • Develop internal capability to build and improve customer facing and internal knowledge bases. This includes knowledge strategy, business requirements, user experience design, content design, content writing, continuous improvement and benefit realisation. • Build coaching capability to deliver improved customer and business results – establishing competency based coaching frameworks, embedding new coaching practices, and mentoring leaders to take their coaching skills to the next level. • Introduce leading practice leadership techniques to enable leaders to lift team engagement and business performance. • Develop contact centre leadership capability to embed operating practices that enable their people to deliver effortless customer experiences that are consistent with the brand. • Redesign a service model, including the service proposition, to better deliver to customer expectations, streamline internal processes so that they are more reliable and introduce KPIs to track performance. • Facilitate senior leadership teams to agree organisational strategy and multi-horizon views to deliver the strategic priorities. • Design and implement digital and video learning modules to support new technology delivery. • Design and facilitate project management training courses. • Facilitate business teams to develop a business continuity plan, including agreeing business-wide priorities. • Lead an operations department to develop the business systems that ensures the growing pains of the organisation are effectively managed.