Fatal Error is an example of the fatalistic language of the world IT professionals have. This article looks at how errors should appear to non-techs. Trying to understand what is happening when something goes wrong is the focus of error management. Yet most people truly do not understand errors when they happen. “Why isn’t this working?” This article is aimed …
Retention Calculators are the tool by which you estimate the value of your customer when they ring up to cancel. But which customers do you keep? This article examines the tool, the setup and the options available in creating a retention calculator. For operations and contact managers alike developing a retention calculator can not only save thousands but it can radically …
Employee Self-Service does for HR what ATMs do for banks. Where do you start with a solution like this and is it not only for big business? The short answer its for any business who wants a professional HR department. The more staff you have, the more an ESS saves you time, money and hassle. This article looks at where …
Saving time is as important as spending time when working in IT. Who is the master and who is the slave in the old IT analogy? This article focuses on time saving approaches to your IT that save not just time but money from real world people in real world scenarios. Neither sponsored nor coerced this article is quite simply …
BPO Cost Models are the pricing element of the contract you engage a Business Process Outsourcer (BPO) with. How do you make the most of your BPO? This article is for managers to review their contractual agreements with their outsourcers or how to go about outsourcing to a BPO For experienced outsourcers please skip down to the wrap up and …
Technology titles vary from business to business and country to country but which title most appropriately suits your role. This article examines the general focus areas of the roles tries to help you understand where you fit in your business. Thomas Jefferson the 3rd president of America said “Do you want to know who you are? Don’t ask. Act! Action …
Technology Stacks are grouped combinations of technical choices. The influence on your business is significant. What are the tech guys on about? Often abbreviated to single letters these phrases will influence your technical choices for years to come so it’s worth knowing what they are and how they will affect your business. This is a name dropping article under general …
PCI or Payment Card Industry is an acronym associated with the highest levels of security for managing financial transactions in a contact centre. What does PCI mean for your business and how can you accomplish compliance? More importantly do you need to as there are providers who can help! This article is targeted at contact centre managers with no technical …
Gamification is the touted as the best way to improve motivation but why? This article examines the psychology and approach needed to work with Gamification. Psychology ROI, Goals, Metrics and Rewards Managing the Fun Getting started [read more=”Read more” less=”Read less”] Psychology In a nut shell To quote Mary Poppins “In every job that must be done, there is an …
Cipher suites are collections of ciphers and used to keep data secure across the Internet. This article explores what a cipher is and a cipher suite does. Please consider this a “general” introduction to the area. I skirt past a lot of the math and operational precision of what goes into specific modern cipher suites. I do this in favour …