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 …
eLearning does not require extensive IT knowledge. Making the most of your investment in training can require support. Training is a costly investment for any business requiring investment to get exactly what you need. Decision makers must buy-in to training for it to be effective. eLearning can offer you a global solution however it requires some skills and knowledge to …
This article examines the technical make up of language, the lexicon and grammar. It also examines how they apply not only in every day conversation but in the importance of management and communication. Understanding the structure of language allows you to better review your communications. Lexicon and grammar The meaning of a word You know two languages already Language in …
Micro-habits can reduce stress, improve efficiency and make you feel better. So why are they not taught or planned into most people’s lives? This article examines What are micro-habits How to define your own micro-habits Useful micro-habits to adopt examining business operations in terms of micro-habits [read more=”Read more” less=”Read less”] What are micro-habits Firstly what is a habit Wikipedia …
Reusability started in terms of computers and programming but has far wider business ramifications. Reusability can lead to massive time savings, cost reduction and huge productivity leaps. What is it? How can you leverage it? Let’s go through it. The Basics When should you apply reusability? Reusability in IT terms Wrap up [read more=”Read more” less=”Read less”] The basics …
What is a bad day? Did you have a system fail? Made a mistake? The boss chewed you out, in your opinion, unfairly? Your staff chew you out, with no basis for their position? A customer made your life so much more difficult for something you don’t believe to be wrong? As Daniel Powter reminds us “Sometimes the system goes …
There are many ways to see through optimisation of business processes. Some use formal methodologies such as Lean Six Sigma or Kaizen Principles. Others just use some common sense. This blog starts the process of deconstructing a business process to start optimising it and the mind set to do it. This blog is broken into set of staged examinations Why …
