Activity Time is a way of thinking about how traditional contact takes in terms of delivering customer interactions and the impact it has on your business. Imagine it’s a bright and sunny Monday morning. You arrive into your business ready to take on the world. Where to start? How did my teams do last week and where does the business …
CRM Strategy is a formal structured approach on implementing CRM and what it represents to your business, no matter the size. Formal researched papers offer factual insight. This articles goes through a number of the formal considerations for developing a CRM strategy based on academic research. When I’ve been put on the spot “why do you argue that?” I …
Business Intelligence is a part of the Information Systems Pyramid but what does it mean in the context of your business? Sexiness can be defined informally as “the quality of being exciting or appealing.” What could a branch of data science possible have that’s appealing or exciting? It all depends on what you mean by exciting or appealing. Firstly …
Level 5 Leadership is a management review model proposed by James C. “Jim” Collins based on finding patterns in existing data from multiple success stories. What sense checks can you take as a manager from this work? Models help mangers to review their products, services, offerings and their management approaches in an objective and unemotional way. The model proposed by Jim …
Prototyping represents the ability to manifest your idea into a form that other people can understand. How do you convey your ideas? Its one thing to have an idea. Yet to find the confidence and convince others “this is going to work” is a very different business challenge. What software developers call “prototypes” marketing people call “test marketing”. As Philip …
FIY or Fix It Yourself is a business approach to reduce pressure on customer care teams. How do you make it work for you not against you? Not “Falling Into You” by Celine Dion or Federazione Italiana Yoga (Italian: Italian Federation of Yoga), FIY is a mindset of using technology and people more cleverly to help facilitate customers resolving their issues. …
SISP or Strategic Information Systems Planning is the process used by managers to figure out what IT systems they need. Yet how do you know what you don’t know? The solution is to use a combination of approaches to do some research and some creative thinking. By taking the output of these tools and reviewing the results, can help you turn …
Hype Cycle is a visualisation by Gartner which provides an insight into current ideas and their trending. Reading and interpreting the infographic can be a bit daunting at first. This article hopes to explain how to use them. As a game of “do I know what that means” hype cycles prove useful in sense checking if you’re up with the …
Firstly what is pride. The dictionary defines pride as “a feeling of deep pleasure or satisfaction derived from one’s own achievements, the achievements of one’s close associates, or from qualities or possessions that are widely admired.” When you’ve worked on an idea for 14 years, with amazing people using the solution and behind the scenes making it work, you pause …
NLP or Natural Language Processing is an area of science focusing on how people and technology interact. Yet what does this mean to contact centres? The ability to talk to a computer instead of using a keyboard opens many cost saving opportunities as well as new and interesting interaction capabilities. Yet for some industries it poses a new threat which …