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…