Guidelines to Decision Making and Problem-solving in an Organization

It's easy to say that something isn't working. Problem solving is a lot more difficult and…

Setting up and Launching a Remote Office

In the early days of my career I was responsible for setting up an operation in…

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 the hardest thing about running a call center?

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

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…

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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