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 …
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 …
FOTS or “Feet On The Street” represents one of the most interactive experiences with a customer. How can you generate the best customer and business experience possible with this interaction? With a lot of options and technology solutions available to businesses where do you start? This article examines some of the primary considerations of supporting FOTS teams. How you …
Contact Centre metrics are vital for any contact centre operation. Some metrics are operation specific but many are generic. Are you reading the right metrics? This article examines the common and area specific metrics you should be able to review and analyse in your operation. Generic Contact Centre metrics What can I check for so far? Operation specific metrics Final …
Wooden dollars are a mechanism to recognise the value of service departments such as IT and HR. Implementation may not be as difficult as you might expect. This article focuses on easy mechanisms to implement internal billing solutions for even the most grey of challenges. Accounting Basics Setup Considerations [read more=”Read more” less=”Read less”] Accounting basics Assigning value If …
Data warehouse technologies are a vital part of modern data analytics and machine learning. What is a data warehouse and how does it apply to your business? This article provides a high level business explanation for a data warehouse and introduces some of what a data warehouse can do for your business. Background Architecture Data Preparation Data Mining / Machine …
Job applications are the first step to a new career but how do you make the best impression on your potential new employer? Whether the word is job, role, vacancy, position, office, or post, the concept is the same. Getting paid to do work. I have been an employee for over 30 years, an employer for over 16 years and …
HR or Human Resources is often frequently misunderstood and underappreciated within businesses. How do you educate and maximise the effectiveness of HR? First you need to understand it’s role as it relates to you and the rest of the business. HR’s Role HR’s Primary Challenges Repetition vs. Creativity in HR [read more=”Read more” less=”Read less”] HR’s Role Defining HR? …