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 …
Hero is defined as a person who is admired for their courage, outstanding achievements, or noble qualities. This article is dedicated to the lecturers and team in IT Tallaght over the years that have helped shaped my career and capabilities. Some of my heroes. Everyone in life deserves recognition for their contribution to other’s lives. This article is dedicated as a …
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? …
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 …
What is a database and why would you use one? This article explores some of the most commonly asked questions and frequently overlooked aspects of databases. I also include some of the best questions I’ve received in my 3rd and 4th year lectures on databases, to try paint a quick and concise understanding of most of the most used technologies …
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 …
