their work impacts the claims team. They really value this experience.?_ People Academy Staff development is also important. Paymentshield runs a People Academy each year for around seven top advisers who are viewed as having career potential. They go through a rigorous assessment and development process to determine whether they are management material. From last year??s intake, five of the seven have achieved a leadership role or some kind of promotion. Staff suggestion scheme -- All ideas matter Initiatives to improve things are not just limited to the management team. All staff are encouraged to share their ideas via the ??All ideas matter?? scheme. A prominent board displays which suggestions have been implemented along with who came up with the idea.A  One recent idea which was implemented involved a new process of tracking calls which saved time. The result ?? two to three extra sales per day! If ideas are taken on board, staff are rewarded by being recognised on a poster. They also receive vouchers. Sent in by Helen Freeman. Regional roadshows ??To make a customer happy you first have to have happy staff who can help you gain all this knowledge. It??s all about engagement,?_ said Anton Manley, Director of Strategic Accounts at HEROtsc, who??s working at the new Derby site. Manley was recognised for this when he won the Senior Manager of the Year award at CallCentreExpo 2011 and he truly loves what he does. An example of Manley??s outlook on engagement is the roadshows he??s running