THE 4 P’S OF SERVICE STRATEGY

Competition is extremely fierce in the world of business, only a handful survive, and some can…

Measuring Performance

“Measurement is the first step that leads to control and eventually to improvement. If you can’t…

Interviewing Over the Telephone

Businesses are busy and unfortunately, that means that amongst other things they don’t have the time…

DETERMINING THE VALUE OF A SERVICE

English: A business ideally is continually seeking feedback from customers: are the products helpful? are their…

ITIL DEFINITION OF SERVICES

I think you all know that I’m a big fan of ITIL but sometimes I think…

SERVICE STRATEGY – AN INTRODUCTION

Perhaps somewhat self-explanatory, but Service Strategy is the strategy used by a business to execute its…

THE UPS AND DOWNS OF PERFORMANCE MANAGMENT – USING A BELL CURVE

Management of teams in a call center environment is never easy. Depending on your industry and…