Management, Human Resources, and Life in a Customer Focused World

In November 2008, I wrote about six “crucial” scores to look at in my  Quality v Quantity (recovered 2/18) entry.  These six scores are what I’d call a “next generation contact center’s KPI”.
What is KPI?

“Key Performance Indicators” (KPI) are financial and non-financial metrics used to quantify objectives to reflect strategic performance of an organization. KPIs [...]

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Ask a Manager is a blog where people write in and ask questions of the writer.  The latest post is about scheduling — a very pertinent question in a call center environment.  The questioned asked, in summary, was
my boss has written me in for shifts without asking me if I am available.
Almost everyone in a [...]

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Contact centers tend to be at the core of this arguement. Quality vs Quantity. What is truly the most important? Does a person’s Average Speed of Answer (ASA) mean more than their customer feedback score? Is the abandon rate the key or does customer satisfaction play a role? In truth, the answer is not [...]

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Back at the end of January 2008, MSN published an article called “10 Ways to Get Fired From a Home-Based Position” by the CEO of VIPDesk. (I can’t find the link anymore).
Here’s a few that I want to stress.

Having customers hear your kids playing in the background

Working in a noisy area or with the TV [...]

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For those few people that still don’t believe that customer service has an impact on the success or failure of a company, here’s some quotes and surveys published by CNN Money:
A new study from Accenture (NYSE:ACN) ACN found that 59% of people had actually stopped doing business with companies in the past year due to poor [...]

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One thing that I’ve noticed some companies doing is having annual meetings to discuss what the best and worst were for the year prior.  Once those have been determined, the team begins to brainstorm and figure out what to do this year to prevent failures again and what needs to be done to sustain the [...]

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