I have a new car to drive It is fantastic, it is the best type of car in the world, it is my wife’s company car Everybody should have one of these, I don’t need to buy petrol, check the oil, top it up with water. I don’t even have to buy insurance. (Which is […]
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 […]
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 […]
The Office Tour
Whenever I visit somewhere new I am always given a tour of the offices. I am not entirely sure why. I have been in offices in Manchester, London, Glasgow and Swansea and they all look the same. More to the point I have been to Bangalore, Washington, Rotterdam and Sydney and to be honest they […]
Process Noise and Coffee Sticks
I would like you to do something for me, next time you are in Starbucks go and steal twenty of those sticks that they have for stirring coffee. Go on I dare you, be a little dangerous. Next I want you to snap them all in half using your two bare hands. Finally I want […]
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