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…