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 …
RCS or Rich Communication Service sits poised to take the crown of GSM. Yet is it going to? Do we really need another standard? Many people just turn their mobile phones on and make calls not realising the many working parts that go into giving you your mobile service. These separate parts upgrade. As a result each part provides a …
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 …
“Equipped for the digital age” is an RTE News article today, yet what does “equipped” mean. This article goes through major points for all businesses but … The article can be found here on RTE News. The survey, conducted by Core Research among 1,000 people, was published today to mark Internet Day, hosted annually by IE Domain Registry, the company …
Multilingual solutions require some basic planning and some forethought but how to go about it? More important how far can you go until “it’s not worth it.” This article examines some of the simplest principles in multilingual coding and examines some of the planning considerations. There is no perfect, one size fits all solution. There are however good guiding principles …
CRM Governance and Interaction review represent ongoing work and the second part of a CRM Strategy implementation plan discussion. The first part of this article is the creation of a CRM Strategy. The approach here is to provide concrete academic examples to reinforce your arguments and approach to managing CRM in your organisation. How we got here CRM Governance Interactions …
Stack the work on OR pile the work on is an idiomatic expression meaning to give someone a lot of work to do. So how do you manage a stack of work? This article explores the evolution of an approach to work I started in 2005. This approach might save you and your teams a host of time as there is a prebuilt tool at the end of it …