It is easy to save money. I have seen it done time and time again. Here is a simple 5 step plan to achieve that very thing: Look at the work you do and split it into all the different tasks Send all of the easy stuff to a low skilled (cheap) outsourced supplier Focus […]
Average Handle Time
If you have ever done any operations analysis in a contact centre you will know all about average handle time, the average time it takes your agents to “handle” a customer call. It is a key performance indicator (measure is a shorter way of putting that) designed to instil the fear of god into any […]
Success is All About Being World Class at the Basics
Imagine you run a burger van. What do you need to do to make sure it is a success? How will you get customers to keep coming back? If you grab a pen and paper and start to write a list it will probably look a little like this: Stall must look spotless Burgers must […]
Measuring Employee Performance (a Short Cut)
An age old problem Your staff aren’t really working the way you want them to, results are at best average, engagement is low. The age old solution to the age old problem is measures: “give them real measures that mean something to them, it will motivate them to perform better” Will it? What does a […]
Man versus Machine
The cost argument: Asking a man to do something that a machine could do better is a waste of time and money. Why would you ask somebody to do the dishes when a dish washer could do it? Why would you ask somebody to add up rows of figures when a spread sheet could do […]
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