Communication

Work distribution for thinking managers

Work distribution is one of the primary responsibilities of a manager but which approach works best? This article examines not only the mechanisms but the psychologies to the different approaches to help you choose what’s best for your business. This article is for all managers who would like to sense check their approach to work distribution. Background Generalisations Approaches Work …

Information Systems Pyramid for business management

The Information Systems Pyramid provides a context for managers to be able to request reports and systems to give information at different levels. The model developed in the 1980s still has relevance for modern business but the definitions need some review. This article seeks to contextualise reporting levels for managers to further discussions with their IT teams.  This article should …

Contact Centre jargon how many words do you know?

Contact Centre jargon defines an industry with its own nod and wink language.  Contact Centre jargon is key to speed of discussion and clarity of ideas in a contact centre. Unlike departments which have only one specific focus the contact centre has messages to deliver on behalf of all departments. This article introduces to someone who may never worked in …

Critical thinking and the joy of counterpoint

Critical thinking requires you to examine both sides of a discussion.  Counterpoint encourages working together. How do you use these approaches? This article examines these two view points.  Whilst seemingly opposed they are strangely sympathetic.  They also serve to improve your management skills. Start simple because it is How to get the conversation going Learning critical thinking [read more=”Read more” …

What is email?

Email or electronic mail is one of the greatest inventions of the 20th century.  In 1972 Ray Tomlinson is credited with inventing the solution.  40+ years later email is still the backbone of modern communications.  How does it work?  This article explores a simplified technical build up of email and an introduction to how it works. Communications basics Protocols The …

FOTS or Feet On The Street instant information for ops

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 …