It seems most leaders have struggled with these goals many times in their careers. Employees hear “decrease quality” when they hear the boss ask for increased productivity. Many leaders asking for better quality are afraid to decrease productivity. I have … Continue reading
The Good: Statistics are an integral part of any business. They are superb when you want to understand your market and your performance. They are invaluable when you have no way of knowing the future outcome of a given situation. … Continue reading
To paraphrase the words of the late Stephen Covey, the balance is in the ‘AND’ not the ‘OR’. Therefore, when it comes to real-time or historical management, both are definitely crucial for anyone in a leadership role. They each have … Continue reading
Many of us have experienced the frustration of not knowing how to get some of our employees to perform according to our expectations. In our hustle and bustle day-to-day bump and grind we may even miss the obvious signs. Here … Continue reading
If you have been working in call centers for a while doubtless you have heard it said years ago that the standard goal for service level was 80% calls answered in 20 seconds. Nowadays businesses recognize that you can’t pigeonhole … Continue reading
Everyone knows that to run an efficient call center you focus on the time it takes for agents to handle calls. Everyone is also painstakingly aware of the disadvantages of focusing too much on this indicator. Some experts and some … Continue reading
It’s always better when you can hire new employees with the amount of experience you require. But this is not always as easy as it seems. Usually your competitors are also out there scourging the terrain which creates a higher … Continue reading
For any of us who run a call center it is easy to lose sight of an important fact. Yet this fact literally means the difference between a great brand and a dud. We can spend millions of dollars on … Continue reading
Ever wonder what your customers think about the new improvements on your product? Or ever wonder about why people do not visit your website? Ever wonder why your employees don’t seem motivated about your rewards program?
Nobody`s perfect. True. But that should never stop anyone from trying to achieve it. What is perfection anyway? If you treat the concept “perfection” as an objective idea rather than intrinsic or subjective one you might well achieve it. What … Continue reading