Since 1989, Kids Help Phone has operated as a community-based national charity. It is Canada’s leading online and phone counselling service supporting the mental health and well-being of young people.
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! →
According to the Public Personnel Management Journal, “when training is combined with coaching, individuals increase productivity by an average of 88 percent, compared to 22 percent with training alone.” The Training and Development Journal agrees, “However excellent your classroom training, Read on! →
The technical service delivery organization of a major national telecommunications company was a top class contact centre, operating within a culture that values coaching and the continual improvement of results. Despite their success, however, they felt there was still room Read on! →
Most consulting and technology providers ask you to pay them before you realize any tangible operational savings or increased revenue. All the risk is on you. At Orbit, we’re so sure of our ability to improve your results, we’ve created Read on! →
Orbit developed the Josh character to personify the dream contact centre agent. As in many industries, but particularly acute in contact centre environments, there tend to be few star performers and many more average ones. Our premise is simple in Read on! →
As you can see from our new website, Orbit has rebranded to better reflect its position as an industry leader in taking contact centres to the next level of performance. Orbit believes that performance improvement is like fitness training; there Read on! →
The third generation of our proprietary SaaS Solutions Platform is now available. COMPAS™ 3D is an unmatched Performance Achievement system that identifies priority opportunities and leverages coaching activity, to quickly yield a return on your performance investment. COMPAS™ is the Read on! →
