How should you manage a stretch? We all have them. A whopping great big number forced in on top of our budgets. A couple of options: 1. Divide and conquer: split the two or twenty million up between departments and set them up against each other, Mano a Mano. See who succeeds and who fails. […]
The Monument Part 2
I wrote about monuments. Perhaps a 500 seat call centre is a monument. We have them to optimise efficiency (occupancy and productivity), they are hugely expensive to own and because of their scale they become inflexible. It isn’t easy to change agent training or the front end telephony for a 500 seat call centre. Does […]
The Monument
In the manufacturing world they use the term “monument” to refer to any piece of equipment that is too big for its purpose. They are expensive pieces of capital equipment that drive massive economies of scale at a local level but fundamentally mess up the total system. Because of their inflexibility they must be “fed” […]
Process Standards
The Problem:How do you make sure that all your agents follow a standard process? A Commonly Held Solution:Map all your processes and hold them in a “repository” where everyone can see them. Some Questions: How do you document everything in the first place? Who should you involve? Where do you draw the line? How do […]
Why did Amazon Create the Kindle?
I have wondered why Amazon push the Kindle, after all they are a book seller, not a technology manufacturer. Then the penny dropped. Amazon want to be “the most consumer centric organisation in the world“. Historically if I wanted a book, I had to go to a book store and order it, and (if it […]
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