Is the Stick Mightier Than the Carrot? Psychologists will tell you that carrots are a far more productive strategy than sticks. You might think this is a blindingly obvious statement, but the facts don’t always support it. Sometimes the psychologists are proven wrong, often by a case of “regression to the mean”. That is exactly […]
Are You Susceptible to Suggestion?
How to get elected How would you like to be the next Prime Minister of the United Kingdom? One perfectly legitimate move you could take is to change your name to Adam Abbott. In the UK ballot papers are presented in alphabetical order, so with a name like that you would be at the top […]
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 […]
Big Data: How to Cope With It
We are accumulating data at a truly alarming rate: Loyalty cards Phone bills Search queries E-mails Blog posts You name it, it has data and it is all being squirreled away. Gigabytes, Terabytes and Petabytes of it. Before long there will be Yottabytes of the damn stuff. Big Data. A new world full of opportunity […]
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