Best Next Action is a marketing technique when combined with sales and customer care provides better odds for selling and retaining customers. The approach uses data mining and data analytics techniques to identify opportunities to apply to a person contacting the business. This article discusses some of the fundamentals of the technique and how you can apply them in your …
Monthly Archives: July 2018
Trolls and trolling are the online version of bullying. This article looks at the issue and suggests some ways of dealing with it if it is affecting you directly. I am not a doctor, psychologist, trained counsellor or even proclaim to have any professional training in the area. I have however personal experience in the area and this article is …
What are the basics and jargon of elearning? This article provides an introduction to the key elements and their interactions in the process. This article gets in most of the key terms used in the area without getting into too much detail about how to use the ideas. Each of the following three areas could be a blog on its own …
Becoming a manager and moving into management brings a lot of change. This article provides a basic checklist for managers to sense check their position so they’re aware of the most important fundamentals of management. This article asks you an initial series of questions to better help you understand your role and self-check to ensure you’re delivering what you should. …
Computers are incredibly complicated devices yet their general architecture is very simple to understand. This article provides an analogy to understand how a computer is put together for non-technical people or people interested in understanding how their device works under the hood. Welcome to the city Places to visit in the city Working together [read more=”Read more” less=”Read less”] …
Opportunity to chat is an expression to describe the interest of someone to listen to what you’re saying. Sales, management and blogging all use it. Getting an “opportunity to chat” represents a chance to sell, promote an idea or put forth a position. The challenge is to recognise the what, how and when of the opportunity. Wisdom of Others Opportunity …
Disposition codes are ways of tagging calls to say what happened. The conclusion of a call should drive work to happen and automate that work. An email to the customer at the end of a call might take 3 minutes to personalise with an offer and contract. As a business how do you keep errors to a minimum and still deliver …
Diallers seen by some as THE solution yet they can be more trouble than help. This article looks at diallers, their jargon and their associated pros & cons. This article is for managers and call centre managers who might be new to the technology. What is a dialler? The lexicon of diallers Types of dialler Final thoughts For experienced conctact …
Cancer is never a word you want to hear. What does a chondrosarcoma of the brain even mean? This article is a synopsis of what happened me in 2017. I hate to spoil the surprise for some of you, but I lived. Dark humour has helped me navigate some very difficult situations in my life. !! Warning !! this article …
Metric is a dirty word to some. Making metrics automatic takes the hard work out of them but how do you go about removing the stigma and the effort. An instant source of irritation and a sign of extra work often buried in that other dirty word “reports” metrics are vital to a business but often maligned. This article looks …