Old Clichés For the lack of a nail, the horseshoe was lost For the lack of a horseshoe, the horse was lost For the lack of a horse the rider was lost For the lack of a rider the battle was lost With the loss of the battle the war was lost On losing the […]
Do You Design Against Demand?
Here is a very simple 2 step improvement idea for you: Understand the customer demands that are placed on your organisation Design your infrastructure and processes to meet those demands. Or, to put it a little less managerially, find out why your customers call you, then work out the best way to give them what […]
Fool’s Gold, How to Save Money
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 […]
The Monument Part 2
I wrote about monuments. Perhaps a 500 seat call centre is a monument. We have them to optimise efficiency (occupancy and productivity), they are hugely expensive to own and because of their scale they become inflexible. It isn’t easy to change agent training or the front end telephony for a 500 seat call centre. Does […]