Managers are often stuck in a very hard place. Organizations depend upon them for their ability to manage the teams, but at the same time, they are often called upon to be the escalation point when a problem inevitably goes sour. This is quite difficult as managing people often means giving up managing technology simply […]
Management and Technical Problem Solving Read More »
Most people have the wrong view of customer journey mapping, and that is why they get intimidated by it. They think that it has to be an accurate representation of every degree of customer’s experience. This is impossible. It is better to think of it as a persona. Customer maps are like personas. The
What is Customer Journey Mapping and Why is it Important? Read More »
Customer Service Customer Service – the simple explanation from Wikipedia (here) is that it is “… is the provision of service to customers before, during and after a purchase.” Now regardless of the type of Call (Contact) Centre you run you are always providing Customer Service. You can call the center a NOC (Network Operations Centre) a Technical Service
WHAT IS THE HARDEST THING ABOUT RUNNING A CALL CENTER? Read More »
Problem-solving is a cornerstone of effective management, and its relevance extends beyond technical roles to encompass all levels of an organization, from customer-facing teams to senior leadership. While many associate problem-solving primarily with technical support or operations teams, its principles are embedded across the organizational structure, making it a critical skill for managers, supervisors, and
Management and Problem Solving: A Core Function of Leadership Read More »
Organizational Behaviour (OB) is a study of people. While this could be likened to the famous Pavlov and his experiments with dogs, in this case, the study is specifically around the attitudes and performance of people in organizations. OB tries to analyze how the work performed contributes to the effectiveness of a business and it
Organizational Behaviour vs Organizational Theory Read More »
Regardless of if you spell it Behavior or Behaviour, Managers need to understand what makes their teams “tick”. With the internet continually forcing businesses globally to become ever more innovative with little to no increase in resources or budgets, it’s essential that companies embrace this challenge if they want to survive. Over the course of
Why Managers Need To Understand Organizational Behavior Read More »
Employees usually come and go and at some point, you can expect to lose a few workers. The service sector is notorious for high employee turnover at 30% with the average for all industries standing at 13%. Millennials are also partly responsible for the increased employee turnover since they are more likely to switch jobs
Employee Attrition – What Can YOU Do To Reduce It? Read More »
Agents as the Organization’s Ears and Voice Call center representatives play the vital role of being the ears of the organization. Most customers find filling formal surveys and questionnaires to be too cumbersome and a lot of feedback is left uncollected. However, customers give out titbits of information during phone conversations which can be eye-opening
How Storytelling Helps in Customer Service Read More »
Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers, they not only help us grow by continuing to do business with
1. Be a Leader AND A Manager: Leaders share and communicate a common vision (of some future state); they gain agreement and establish the forward direction. Leadership is more than just telling someone what to do – it is inspiring them and motivating them by giving real world examples and ongoing guidance Good Leaders motivate
The 5 Key Requirements of a Successful Project Manager Read More »
