4 min read
I've spoken earlier about OB and how it is used within businesses, but I thought that it might be useful...
Management
6 min read
We always have considered leadership and management to be similar things – most people can’t even tell the difference. To...
5 min read
If you want to invest in customer support software such as Freshdesk, you may be wondering if the cost of...
5 min read
With regard to real-time communications, there are two aspects that businesses focus on. They would like a system that not...
5 min read
Managers are often stuck in a very hard place. Organizations depend upon them for their ability to manage the teams,...
7 min read
Most people have the wrong view of customer journey mapping, and that is why they get intimidated by it. They...
3 min read
Customer ServiceCustomer Service - the simple explanation from Wikipedia (here) is that it is "... is the provision of service to customers before, during...
Employees usually come and go and at some point, you can expect to lose a few workers. The service sector...
Agents as the Organization’s Ears and VoiceCall center representatives play the vital role of being the ears of the organization....
Customer service is an integral part of our job and should not be seen as an extension of it. A...
1. Be a Leader AND A Manager: Leaders share and communicate a common vision (of some future state); they gain agreement...
7 min read
What is it? In its simplest form, a helpdesk is a group of people assigned to assist customers in solving their problems. ...
Diagram of a matrix organisation (Photo credit: Wikipedia)With large projects having all the required resources to hand is sometimes a...
As a manager, it is a key requirement to ensure that your team is appropriately trained on the minutiae of...
Management of teams in a call center environment is never easy. Depending on your industry and your hours of operation...
PRINCE2 stands for PRojects IN Controlled Environments and is a very popular method for effective Project Management. PROJECT MANAGEMENT While PRINCE2 is one way of...
Matrix management is somewhat different to the standard way of managing people and processes; however for a Project Manager, this...
Your type does not determine your behavior. The Myers-Briggs Type Indicator is simply a categorization of how you "prefer" to...
3 min read
There are many ways of learning what is essential in your business. However probably the most powerful and least practiced...
Managing technical staff is becoming more of a challenge daily. Even more so, when your staff are MORE technical than...
3 min read
OK - its great to have friends at work. In fact I think its a necessity - there are very...
