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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>A third of all calls going to Financial Service call centres are waste or re-work.</title>
		<link>http://www.eacg.co.uk/a-third-of-all-calls-going-to-financial-service-call-centres-are-waste-or-re-work/</link>
		<comments>http://www.eacg.co.uk/a-third-of-all-calls-going-to-financial-service-call-centres-are-waste-or-re-work/#comments</comments>
		<pubDate>Thu, 09 Feb 2012 05:58:53 +0000</pubDate>
		<dc:creator>charlotterobson</dc:creator>
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		<guid isPermaLink="false">http://www.eacg.co.uk/?p=1120</guid>
		<description><![CDATA[Increasingly issues are solved on-line. Nobody wants to spend their time telephoning their bank or Financial Services provider so why is it that these institutions (and others such as government departments and mobile providers) handle hundreds of thousands or in some cases millions of calls each year? ea Consulting Group’s supported research supported shows that [...]]]></description>
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		<title>ea Consulting Group sponsors Literary Prize for Fiction</title>
		<link>http://www.eacg.co.uk/ea-consulting-group-sponsors-literary-prize-for-fiction/</link>
		<comments>http://www.eacg.co.uk/ea-consulting-group-sponsors-literary-prize-for-fiction/#comments</comments>
		<pubDate>Fri, 18 Nov 2011 09:36:39 +0000</pubDate>
		<dc:creator>charlotterobson</dc:creator>
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		<guid isPermaLink="false">http://www.eacg.co.uk/?p=1087</guid>
		<description><![CDATA[Richmond’s ea Consulting Group sponsors Literary Prize for Fiction Richmond, London, Nov, 2011 ea Consulting Group, a Richmond-based Management Consultancy, has sponsored the biennial Virginia Prize for Fiction book competition &#8211; named after the famous female author and one time Richmond resident Virginia Woolf. The literary award was set up by Richmond-upon-Thames publishing company, Aurora [...]]]></description>
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		<title>CP10/25 “Implementation of the Second Electronic Money Directive (2EMD): supplement to HM Treasury’s consultation”</title>
		<link>http://www.eacg.co.uk/cp1025-%e2%80%9cimplementation-of-the-second-electronic-money-directive-2emd-supplement-to-hm-treasury%e2%80%99s-consultation%e2%80%9d/</link>
		<comments>http://www.eacg.co.uk/cp1025-%e2%80%9cimplementation-of-the-second-electronic-money-directive-2emd-supplement-to-hm-treasury%e2%80%99s-consultation%e2%80%9d/#comments</comments>
		<pubDate>Tue, 01 Nov 2011 10:46:44 +0000</pubDate>
		<dc:creator>charlotterobson</dc:creator>
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		<guid isPermaLink="false">http://www.eacg.co.uk/?p=1072</guid>
		<description><![CDATA[ea Consulting Group (eacg) welcomes this opportunity to respond to the above consultation paper. Although the scope of the CP is limited on this occasion we recognise with declining cheque usage and fewer cash transactions that electronic money will become of major economic significance in the years ahead on a pan-European basis. Our comments on [...]]]></description>
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		<title>RDR &#8211; Response to questions raised in cp10-29:</title>
		<link>http://www.eacg.co.uk/rdr-response-to-questions-raised-in-cp10-29/</link>
		<comments>http://www.eacg.co.uk/rdr-response-to-questions-raised-in-cp10-29/#comments</comments>
		<pubDate>Tue, 01 Nov 2011 10:42:01 +0000</pubDate>
		<dc:creator>charlotterobson</dc:creator>
				<category><![CDATA[Media]]></category>
		<category><![CDATA[White papers]]></category>

		<guid isPermaLink="false">http://www.eacg.co.uk/?p=1068</guid>
		<description><![CDATA[ea Consulting Group (eacg) welcomes this opportunity to respond to the various questions posed in the above consultation paper. This follows our earlier submission to DP10/2 ‘Platforms: delivering the RDR and other issues for discussion.  We anticipate that the platform market will continue to grow. Whilst providing a discrete customer service through a variety of [...]]]></description>
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		<title>RDR – A concise guide to the Retail Distribution Review</title>
		<link>http://www.eacg.co.uk/rdr-%e2%80%93-a-concise-guide-to-the-retail-distribution-review/</link>
		<comments>http://www.eacg.co.uk/rdr-%e2%80%93-a-concise-guide-to-the-retail-distribution-review/#comments</comments>
		<pubDate>Tue, 01 Nov 2011 10:36:49 +0000</pubDate>
		<dc:creator>charlotterobson</dc:creator>
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		<guid isPermaLink="false">http://www.eacg.co.uk/?p=1064</guid>
		<description><![CDATA[EXECUTIVE SUMMARY The RDR represents regulatory reform of strategic importance that is unique to the UK. It is due to be implemented on 31st December 2012. Despite its title, it is concerned specifically with retail investments although it has also spawned separate reviews of both the pure protection and mortgage markets. The RDR specifically covers [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Hard Measures For Soft Skills</title>
		<link>http://www.eacg.co.uk/hard-measures-for-soft-skills/</link>
		<comments>http://www.eacg.co.uk/hard-measures-for-soft-skills/#comments</comments>
		<pubDate>Tue, 27 Sep 2011 13:26:19 +0000</pubDate>
		<dc:creator>charlotterobson</dc:creator>
				<category><![CDATA[Media]]></category>
		<category><![CDATA[White papers]]></category>

		<guid isPermaLink="false">http://www.eacg.co.uk/?p=1043</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 [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Follow the Leader &#8211; The roles, traits and qualities associated with effective followership</title>
		<link>http://www.eacg.co.uk/follow-the-leader-the-roles-traits-and-qualities-associated-with-effective-followership/</link>
		<comments>http://www.eacg.co.uk/follow-the-leader-the-roles-traits-and-qualities-associated-with-effective-followership/#comments</comments>
		<pubDate>Tue, 27 Sep 2011 13:15:40 +0000</pubDate>
		<dc:creator>charlotterobson</dc:creator>
				<category><![CDATA[Media]]></category>
		<category><![CDATA[White papers]]></category>

		<guid isPermaLink="false">http://www.eacg.co.uk/?p=1038</guid>
		<description><![CDATA[Follow the Leader &#8211; 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 [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Modelling Success in your Organisation</title>
		<link>http://www.eacg.co.uk/modelling-success-in-your-organisation/</link>
		<comments>http://www.eacg.co.uk/modelling-success-in-your-organisation/#comments</comments>
		<pubDate>Tue, 27 Sep 2011 13:04:26 +0000</pubDate>
		<dc:creator>charlotterobson</dc:creator>
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		<category><![CDATA[White papers]]></category>

		<guid isPermaLink="false">http://www.eacg.co.uk/?p=1026</guid>
		<description><![CDATA[Modelling Success in your Organisation - Enabling world class Customer Experience What ‘makes the difference’ in your top performing Call Advisors and how to bottle the ‘it’ factor for others to learn 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 [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Consultation paper: CESR Technical Advice to the European Commission in the context of the MiFID Review – Client Categorisation</title>
		<link>http://www.eacg.co.uk/cesr-technical-advic/</link>
		<comments>http://www.eacg.co.uk/cesr-technical-advic/#comments</comments>
		<pubDate>Mon, 25 Jul 2011 12:02:00 +0000</pubDate>
		<dc:creator>Roger Davies</dc:creator>
				<category><![CDATA[White papers]]></category>

		<guid isPermaLink="false">http://www.eacg.co.uk/?p=771</guid>
		<description><![CDATA[By Roger Davies The ea Consulting Group (eacg) welcomes this opportunity to respond to the above consultation paper (CP) which covers aspects of the client categorisation regime applying under the MiFID conduct of business rules.]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Response to HM Treasury consultation: &#8216;Laying of regulations to implement the new E-money directive (2EMD)&#8217;</title>
		<link>http://www.eacg.co.uk/response-to-hm-treasury-consultation-laying-of-regulations-to-implement-the-new-e-money-directive-2emd/</link>
		<comments>http://www.eacg.co.uk/response-to-hm-treasury-consultation-laying-of-regulations-to-implement-the-new-e-money-directive-2emd/#comments</comments>
		<pubDate>Mon, 25 Jul 2011 11:59:01 +0000</pubDate>
		<dc:creator>Roger Davies</dc:creator>
				<category><![CDATA[White papers]]></category>

		<guid isPermaLink="false">http://www.eacg.co.uk/?p=768</guid>
		<description><![CDATA[By Roger Davies The ea Consulting Group (eacg) welcomes this opportunity to respond to the questions raised in the above consultation paper and to comment on the draft Electronic Money Regulations (EMRs). The UK is, of course, the focus of e-money activities in the European Union. Although for the most part a maximum harmonizing directive, [...]]]></description>
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