Running a customer service centre is hard It is a constant battle, trying to minimise cost and maximise customer service. But we all know the game, we get employed to play it: Squeeze your head count down as far as you dare Ride the variations in customer demand Manage the backlog Set up a turnaround […]
Archives for 2014
Free Gym Membership Anyone?
Morale is low… It is a big problem, staff turnover is high, skills and expertise are walking out of the door at an alarming rate and my business is heading for a melt-down. Two solutions have been put forward: Solution 1. 1. Review the benefits package, make it more competitive. Do some job matching and pay over […]
The Motivation Sink
Can you motivate someone? The gurus tell me that you can’t. You can’t give your staff motivation. It is not within your gift. Motivation is intrinsic, it comes from within. It isn’t something you can hand out with a carrot or a stick. You can make somebody do something, but you can’t motivate them, not […]
Ever Been Motivated by a Poster?
Imagine you make fish fingers for a living… Don’t laugh, it is a tough job I used to do it, I smelled awful after an 8 hour night shift cutting up blocks of frozen cod. The icy, sleety, wind from the North Sea was a positive boon when I walked out of the plant 6 in […]
The Great Process Improvement Secret
How to be a Process Guru What is the one simple truth the Process Improvement Gurus know? Just flick through the SlideShare and I will spill the beans… Full screen is best. Unfortunately, if you are reading this via e-Mail you will have to visit SlideShare to find out. In full Technicolor glory. If you enjoyed this […]
- « Previous Page
- 1
- 2
- 3
- 4
- …
- 16
- Next Page »