What is Customer Journey Mapping and Why is it Important?

Most people have the wrong view of customer journey mapping, and that is why they get…

WHAT IS THE HARDEST THING ABOUT RUNNING A CALL CENTER?

Customer Service Customer Service – the simple explanation from Wikipedia (here) is that it is “… is the provision of…

Employee Attrition – What Can YOU Do To Reduce It?

Employees usually come and go and at some point, you can expect to lose a few…

How Storytelling Helps in Customer Service

Agents as the Organization’s Ears and Voice Call center representatives play the vital role of being…

Nine Commandments

Customer service is an integral part of our job and should not be seen as an…

The 5 Key Requirements of a Successful Project Manager

1. Be a Leader AND A Manager:  Leaders share and communicate a common vision (of some…

THE HELPDESK

What is it? In its simplest form, a helpdesk is a group of people assigned to assist customers…

MATRIX MANAGEMENT AND PROJECTS

Diagram of a matrix organisation (Photo credit: Wikipedia) With large projects having all the required resources…

MANAGEMENT TRAINING AND SELF IMPROVEMENT

As a manager, it is a key requirement to ensure that your team is appropriately trained…

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…

What is PRINCE2

PRINCE2 stands for PRojects IN Controlled Environments and is a very popular method for effective Project Management.  PROJECT MANAGEMENT …

Managing in a Matrix Structure

Matrix management is somewhat different to the standard way of managing people and processes; however for…