Building FOTS solutions which integrate with operations has direct influence on your profits. If you need a quick reminder of what FOTS or Feet on the Street is, you can start here. What solution works best for your business and where to start? Approaching a build can be challenging but having built numerous solutions here are the major considerations …
Recruitment is one of the oldest roles in business since the dawn of time. So how does modern technology and tools help optimise and enhance the process? Looking at each of the separate steps within just the Hire stage alone, this article suggests some tools which could help refine your business approach to recruitment. Business solutions should change to fit …
Empathy is the single most important skill of customer care and the single hardest ability to learn. How do you imbue your team with empathy? “I understand how you’re feeling.” “Do you? Do you really?” Defined as the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another of either the …
Voting psychology or “voting behaviour” has an influence in business as much as politics. So as a manager should you ever allow things go to a vote? Following the recent political elections globally it is evident that voting brings out the strongest of emotions in people. So how as a leader do you consider your team’s feedback and opinions without …
“Within arm’s reach” is an expression meaning near (or not near) enough to reach by extending one’s arm. For an agent what needs to be near? As a manager how can you enable your agents to achieve their very best? How can you put everything within arm’s reach of your team? In an increasing world of concern and security …
Advanced contact centre jargon is often used to intimidate and control conversations. Yet when you get into it there is not that much to it. Let’s have a look at some of the terms and concepts which help contact centres solve broad operational challenges and summate the issues and solutions into single words. Working in a contact centre for a …
50 days till Christmas is the total amount of days left yet how many working days are left in the year? How is your strategy coming? There are 38 working days left in the 2018 year. So before time turns the hands of the clock, now is the opportunity to review your strategy you wrote in January and see how …
Quality vs objections is the consideration of how quality highlights issues and objections must be overcome before things get better. This article examines the benefits that quality and quality reviews bring to your business. It also subsequently reviews the most common objections and suggests ways to handle objections you may encounter. The effect of quality is far more reaching than …
Designing dashboards is a blend of art, science and creativity. Being able to communicate the most effective message in the most limited visual space. This article begins by considering the position of the data scientist and some background on what works and doesn’t work from a science point of view. The play’s the thing… A scientific approach Working an example …
Skills vs version training is a key but vital difference in the modern approach to training. This article highlights the difference and how it affects you. Examining the key differences in how modern educators are taking a different focus to improve education not only professionally but also academically has an important consequence. A huge thank you to Kevin Shortall an immensely …
