In 2003 the economist Anton Suvorov developed the “principal agent theory”. He investigated the way agents (think employees or children) react to the interventions of principals (think bosses or parents). He looked at the way rewards and bonuses act. All very clever and insightful stuff. I was discussing it with my mother. She smiled at […]
Call Centre Metrics the Zappos Way
This is a guest post by Ashley Furness Zappos is renowned worldwide as a standout performer in customer service, partially for the e-retailer’s unique approach to customer performance and productivity management. Zappos invests in its call centres, seeing them not as cost, but as an opportunity to market. Recently, I sat down with the company’s […]
Call Centre Forecasts: Don’t Waste Your Time
Every call centre has them; bad days. Call volumes are higher than expected and staff don’t show up. The result is a mile long queue of frustrated customers; a group of deeply fed up agents and a set of supervisors running around futilely trying to “manage” the situation. A bad day. The post-mortem If the […]
Where Will the Work Around Take You?
This is a guest post by Mark Davis I hate to admit it, but my plumbing is starting to fail. No, not my personal plumbing – that would be another issue entirely, and one I’d be more likely to share with my physician than with an international audience. The topic here is the plumbing in […]
Guest Posts
Would you like me to write a guest post for your blog? If you would, let me know what you would like by filling in the contact form (click here) and I will see what I can do. Read another opinion Image by 4nitsirk
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