1 min read
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...
1 min read
Erlang 'C' is a Nobel winning formula used in the Call Centre and Operations industries to determine the correct and...
2 min read
Continuing from my previous post here, we're going to get more in depth into KPI's and their measurement now. How do I...
2 min read
There is a great quote that goes something like - "If you cannot measure it, you cannot manage it!" ......
