There are many ways of learning what is essential in your business. However probably the most powerful and least practiced is that of Customer Feedback. Having the greatest widget in the world is useless if your customers don’t want to buy it and if it doesn’t resolve a perceived need. Getting that information from your […]
The Voice of the Customer Read More »
Managing technical staff is becoming more of a challenge daily. Even more so, when your staff are MORE technical than you are – which to some extent is expected … you are a manager and responsible for multiple area’s of the company, they are specialists and able to focus on their area to the exclusion
Managing Technical Teams Read More »
This is an interesting question that delves into the dynamics of employee motivation and workplace culture. Should employees receive additional rewards for fulfilling the basic requirement of their job—showing up? After all, they are being paid to do so anyway. The answer, however, isn’t a straightforward yes or no. Instead, it depends on several factors,
Should You Reward Employees for Simply Showing Up to Work? Read More »
OK – its great to have friends at work. In fact I think its a necessity – there are very few of us who would do this (or any) job for no pay and as such work is just that … its work. If it was easy and always fun it would be called PLAY.
Leadership on the Front Line Read More »
Escalation Matrix – OK, great, we’ve got an SLA, we have the appropriate staff in place to take the call when they make it … now, what happens if they are not able to fix the problem? Easy! You get the problem to the right people that can fix it in a timely manner. This
Erlang ‘C’ & Scheduling for Call Centres – II Read More »
