We work in an evolving industry. There is always something to discover. Where can we take the technology? What makes people tick? How can we improve their performance?
The following links take you to some of the smart thinking that influence our own thinking.
How does an international provider of customized cell phone and device insurance programs maintain top-notch, consistent end-user service in a complex environment? In a complex logistics operation, point of contact performance can make a huge difference to overall service delivery. And Read on! →
In the first two articles in the Dispersion Series – Blinded by Averages and Finding the Sweet Spot – we talked about how, by examining individual performance and the effects certain key metrics have on one another, organizations can identify Read on! →
In Blinded by Averages we looked at getting beyond averages to individual performance, as a sure way to increase productivity. We showed how teams that collectively hit targets may be getting there on the shoulders of relatively few agents (typically, Read on! →
Most organizations measure their performance using averages against standard KPIs. The result? Typically, targets are met through the superior efforts of approximately one third of a call centre’s agents. An equal number miss the mark within an acceptable range. Most Read on! →