Lets assume that you have the perfect product. One that everyone needs. You've priced it right and everyone in the...
Why do we measure organizational performance? The first answers that pop into your head might be:You can’t manage what you...
OK, alot of my previous posts have stressed the importance of networking and CV reviews with regards to getting that...
If you've been in Tech Support or Help Desks for any length of time - especially from a management perspective...
How important is it to ensure that your skills are up to date? Assuming that you received your certification or...
Managing technical staff is becoming more of a challenge daily. Even more so, when your staff are MORE technical than...
How do you treat your new starters? Do they get thrown in at the deep end - after all, they...
A famous quote from Thomas Edison reads - Opportunity is missed by most people because it is dressed in overalls and...
OK, unfortunately, its that time of year again and you need to get your name out there and start looking...
I was recently asked this question in one of the forums that I am active on and its actually a...
Its been a while for me, but there was a period of my life where I was working for a...
I recently took some training on Interview techniques and Active Listening. It was an eye-opener, to say the least!!The difference...
As much as you'd like your team to work for free and to have the highest quality staff at the...
Have you ever noticed that the small entrepreneur will go that extra mile, while the big businesses don't bother? I guess the...
What is Mind Mapping? In its simplest form, it is a technique whereby you use a diagram to represent words...
Are you invaluable? How about irreplaceable? Will the world stop turning if you don't pick up the phone or answer...
The unfortunate fact of the matter is that you will receive complaints from customers. Sometimes these are warranted and sometimes...
OK, to start with it's not a desk that helps people! A help desk is a team of individuals (generally...
One important thing to remember from a Customer Service point of view is that the last person you speak to...
When was the last time you had a coffee? I don't mean in the office, but in a regular takeout...
The key things you need to remember if you're using Excel or any staffing program is to ensure that your...
Fortunately (and unfortunately) as a Manager you will frequently get involved in the process of hiring new staff. The unfortunate...
An extremely funny story that demonstrates the importance of listening to your customers. This is some correspondence which actually occurred...
A very important point to remember at all times is that you need to have a more aggressive Internal SLA...
Skill-Based RoutingSimpler to say than actually execute, SBR is a way of ensuring that your contact reaches the agent best...
Escalation Matrix -OK, great, we've got an SLA, we have the appropriate staff in place to take the call when...
SLA - this is a difficult one. You obviously want to offer all of your customers the premier, best in...
Erlang 'C' is a Nobel winning formula used in the Call Centre and Operations industries to determine the correct and...
Continuing from my previous post here, we're going to get more in depth into KPI's and their measurement now. How do I...
There is a great quote that goes something like - "If you cannot measure it, you cannot manage it!" ......
