Managing Technical Teams

Managing technical staff is becoming more of a challenge daily.  Even more so, when your staff…

The Importance of Training

How do you treat your new starters?  Do they get thrown in at the deep end…

Work Ethic and Today

A famous quote from Thomas Edison reads –  Opportunity is missed by most people because it…

The Job Search

OK, unfortunately, its that time of year again and you need to get your name out…

What is the hardest thing about running a call center?

I was recently asked this question in one of the forums that I am active on…

What do you do when your Company is constantly having Outages?

Its been a while for me, but there was a period of my life where I…

Active Listening

I recently took some training on Interview techniques and Active Listening.  It was an eye-opener, to…

Money and Your Team

As much as you’d like your team to work for free and to have the highest…

When does Customer Service End?

Have you ever noticed that the small entrepreneur will go that extra mile, while the big businesses don’t…

Mind Mapping

What is Mind Mapping?  In its simplest form, it is a technique whereby you use a…

The Curse of the “berry”

Are you invaluable?  How about irreplaceable?  Will the world stop turning if you don’t pick up…

Irate Customers

The unfortunate fact of the matter is that you will receive complaints from customers.  Sometimes these…

What is a Helpdesk?

OK, to start with it’s not a desk that helps people! A help desk is a…

Exceptional Customer Service

One important thing to remember from a Customer Service point of view is that the last…

Importance of Exceptional Customer Service

When was the last time you had a coffee?  I don’t mean in the office, but…

Erlang ‘C’ & Scheduling for Call Centres – IV

The key things you need to remember if you’re using Excel or any staffing program is…

Job Search & Resume Essentials

Fortunately (and unfortunately) as a Manager you will frequently get involved in the process of hiring…

Communication and Customer Service

An extremely funny story that demonstrates the importance of listening to your customers. This is some…

Internal & External SLA’s

A very important point to remember at all times is that you need to have a…

Erlang ‘C’ & Scheduling for Call Centres – III

Skill-Based Routing Simpler to say than actually execute, SBR is a way of ensuring that your…

Erlang ‘C’ & Scheduling for Call Centres – II

Escalation Matrix – OK, great, we’ve got an SLA, we have the appropriate staff in place…

SLA & Tiered Service Levels

SLA – this is a difficult one.  You obviously want to offer all of your customers…

Erlang ‘C’ & Scheduling for Call Centres

Erlang ‘C’ is a Nobel winning formula used in the Call Centre and Operations industries to…

KPI’s and the Importance of Measurements (part 2)

Continuing from my previous post here, we’re going to get more in depth into KPI’s and…

KPI’s and the Importance of Measurements

There is a great quote that goes something like – “If you cannot measure it, you…

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