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	<title>ea Consulting Group</title>
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	<description>keep a crucial step ahead in today’s fast-changing global market</description>
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	<copyright>Copyright © ea Consulting Group 2011 </copyright>
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	<itunes:summary>ea Consulting Group: keep a crucial step ahead in today’s fast-changing global market</itunes:summary>
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	<itunes:author>ea Consulting Group</itunes:author>
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		<title>Taking the reins &#8211; Managing Interactive Voice Response (IVR) and Call Centre Wastage;</title>
		<link>http://www.eacg.asia/taking-the-reins-managing-interactive-voice-response-ivr-and-call-centre-wastage/</link>
		<comments>http://www.eacg.asia/taking-the-reins-managing-interactive-voice-response-ivr-and-call-centre-wastage/#comments</comments>
		<pubDate>Wed, 29 Feb 2012 03:17:41 +0000</pubDate>
		<dc:creator>charlotterobson</dc:creator>
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		<guid isPermaLink="false">http://www.eacg.asia/?p=1404</guid>
		<description><![CDATA[&#8220;Over 35% of telephone calls going into call centers are re-work or waste using a strict lean consumption or lean manufacturing lens.&#8221;   Ron Whatford, Lloyds International Nobody wants to spend a lot of time calling their bank or Financial Services provider, so why is it that these institutions (and others such as government departments, [...]]]></description>
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		<title>Keep frontline staff engaged, says expert</title>
		<link>http://www.eacg.asia/keep-frontline-staff-engaged-says-expert/</link>
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		<pubDate>Wed, 29 Feb 2012 01:31:03 +0000</pubDate>
		<dc:creator>charlotterobson</dc:creator>
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		<guid isPermaLink="false">http://www.eacg.asia/?p=1397</guid>
		<description><![CDATA[Publication: Insurance News online Date: 3 October 2011 Keep frontline staff engaged, says expert  Financial services companies are often very bad at communicating their strategic decisions to the  employees who actually deal with customers, according to a leading personnel consultant.  ea Consulting Group Global Chairman Steve Robson told insuranceNEWS.com.au companies often don’t talk to the [...]]]></description>
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		<title>Profits before people’ approach sounds alert for financial services industry</title>
		<link>http://www.eacg.asia/profits-before-people%e2%80%99-approach-sounds-alert-for-financial-services-industry/</link>
		<comments>http://www.eacg.asia/profits-before-people%e2%80%99-approach-sounds-alert-for-financial-services-industry/#comments</comments>
		<pubDate>Wed, 28 Sep 2011 13:12:50 +0000</pubDate>
		<dc:creator>charlotterobson</dc:creator>
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		<guid isPermaLink="false">http://www.eacg.asia/?p=1348</guid>
		<description><![CDATA[Profits before people’ approach sounds alert for financial services industry Industry warned: meet your customers’ great expectations – or else Sydney, 27 September 2011: While many financial services organisations have the best of intentions when it comes to their customers, too often they end up instead on the road to hell, says international consulting firm, [...]]]></description>
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		<title>The customer experience:  have customers been forgotten?</title>
		<link>http://www.eacg.asia/the-customer-experience-have-customers-been-forgotten-2/</link>
		<comments>http://www.eacg.asia/the-customer-experience-have-customers-been-forgotten-2/#comments</comments>
		<pubDate>Wed, 28 Sep 2011 12:03:37 +0000</pubDate>
		<dc:creator>charlotterobson</dc:creator>
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		<guid isPermaLink="false">http://www.eacg.asia/?p=1286</guid>
		<description><![CDATA[In the current economic climate, keeping customers happy ought to be at the top of every company’s agenda. But many managers are simply too bogged down with cost cutting and reorganisation to focus on their customers’ basic needs. With budgets over-stretched and sales people under pressure to hit their targets, are we forgetting that Customer [...]]]></description>
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		<title>ea Consulting Group Customer Breakfast Communique</title>
		<link>http://www.eacg.asia/ea-consulting-group-customer-breakfast-communique/</link>
		<comments>http://www.eacg.asia/ea-consulting-group-customer-breakfast-communique/#comments</comments>
		<pubDate>Wed, 28 Sep 2011 09:50:58 +0000</pubDate>
		<dc:creator>charlotterobson</dc:creator>
				<category><![CDATA[Events]]></category>
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		<guid isPermaLink="false">http://www.eacg.asia/?p=1340</guid>
		<description><![CDATA[The customer experience: has the customer been forgotten? This communiqué outlines the presentations and panel discussions that took place at the inaugural ea Consulting Group Thought Leadership Breakfast in Sydney, Australia on 27 September 2011. Attended by representatives of financial services organisations, other corporates, selected media and members of ea Consulting Group, three expert panellists [...]]]></description>
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		<title>Industry warned to meet customers&#8217; expectations at ea Consulting Group&#8217;s Thought Leadership Breakfast Briefing and Discussion</title>
		<link>http://www.eacg.asia/industry-warned-to-meet-customers-expectations-at-ea-consulting-groups-thought-leadership-breakfast-briefing-and-discussion/</link>
		<comments>http://www.eacg.asia/industry-warned-to-meet-customers-expectations-at-ea-consulting-groups-thought-leadership-breakfast-briefing-and-discussion/#comments</comments>
		<pubDate>Wed, 28 Sep 2011 08:34:28 +0000</pubDate>
		<dc:creator>charlotterobson</dc:creator>
				<category><![CDATA[Media]]></category>
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		<guid isPermaLink="false">http://www.eacg.asia/?p=1335</guid>
		<description><![CDATA[AB+F Australian Banking &#38; Finance Published; 28 September 2011 At a forum yesterday, a panel of local and international financial services executives explored the question: “The customer experience: has the customer been forgotten?” Attendees heard that Australian financial services organisations still have a lot to learn about intelligent use of social media but ignore it at [...]]]></description>
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		<title>Thought Leadership Breakfast Briefing Pictures</title>
		<link>http://www.eacg.asia/thought-leadership-breakfast-briefing-pictures/</link>
		<comments>http://www.eacg.asia/thought-leadership-breakfast-briefing-pictures/#comments</comments>
		<pubDate>Tue, 27 Sep 2011 16:28:09 +0000</pubDate>
		<dc:creator>charlotterobson</dc:creator>
				<category><![CDATA[Events]]></category>
		<category><![CDATA[Media]]></category>
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		<title>Modelling Success in your organisation</title>
		<link>http://www.eacg.asia/modelling-success-in-your-organisation/</link>
		<comments>http://www.eacg.asia/modelling-success-in-your-organisation/#comments</comments>
		<pubDate>Tue, 27 Sep 2011 14:49:56 +0000</pubDate>
		<dc:creator>charlotterobson</dc:creator>
				<category><![CDATA[Media]]></category>
		<category><![CDATA[White papers]]></category>

		<guid isPermaLink="false">http://www.eacg.asia/?p=1321</guid>
		<description><![CDATA[“Whatever you  can  do  or  believe you  can  do,  begin it now. Boldness has then power of magic in it”. Goethe Have you ever considered what makes your excellent performers, excellent?  Surely by the law of averages,  people  recruited  against the  same criteria, for  the  same type  of job, who attend  the  same  induction and [...]]]></description>
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		<title>Follow the Leader</title>
		<link>http://www.eacg.asia/follow-the-leader/</link>
		<comments>http://www.eacg.asia/follow-the-leader/#comments</comments>
		<pubDate>Tue, 27 Sep 2011 14:41:44 +0000</pubDate>
		<dc:creator>charlotterobson</dc:creator>
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		<guid isPermaLink="false">http://www.eacg.asia/?p=1315</guid>
		<description><![CDATA[The roles, traits and qualities associated with effective followership Globally it is accepted that corporations succeed or fail on the basis of how well they are led, and each year enormous amounts of time (and money) are invested in finding, selecting, recruiting and developing leaders who will deliver this success. But are we in danger of over-emphasising [...]]]></description>
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		<title>Hard Measures For Soft Skills</title>
		<link>http://www.eacg.asia/hard-measures-for-soft-skills/</link>
		<comments>http://www.eacg.asia/hard-measures-for-soft-skills/#comments</comments>
		<pubDate>Tue, 27 Sep 2011 14:09:16 +0000</pubDate>
		<dc:creator>charlotterobson</dc:creator>
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		<guid isPermaLink="false">http://www.eacg.asia/?p=1309</guid>
		<description><![CDATA[Hard Measures For Soft Skills  - Enabling World  Class Customer Experience No one would open a new business, roll out a new product or even hire a new employee without  knowing – not “thinking” or “guessing” but actually “knowing” – what they could legitimately expect to receive in return.  Indeed, none of us  would expect to ask for something  without  having  a [...]]]></description>
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