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“You’ve just wasted all my time.”
Posted Mon 19 May 2008 @ 9:10 a.m. by Sarah Putt
As a contributor to Mouthpiece I’ve shied away from dissing contact centre agents, having been of the opinion that there is plenty of that going on in other media and we’re about supporting the profession.
But over the weekend I was told an anecdote at a social occasion which led me to consider just about how much power the... >> more
Categories: Leadership | Recruitment and HR
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Marketing struggles to be heard in the boardroom too
Posted Thu 15 May 2008 @ 4:24 p.m. by Sarah Putt
One of the issues contact centre managers struggle with is how to get the ear of their company's CEO and its board. So I couldn't help but smile when, in the latest issue of NZ Marketing Magazine, chief executive of the Marketing Association Sue McCarty mentioned boardroom buy-in was a hot topic at a recent US conference... >> more
Categories: Events | International | Leadership
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80/20 – why is this the ubiquitous metric?
Posted Tue 13 May 2008 @ 8:47 a.m. by Sarah Putt
If there is one metric that appears to be universal it’s the target 80/20 – that is 80 per cent of all calls answered within 20 seconds. I was reminded of this while reading a summary report on the Telecommunication Dispute Scheme, which mentioned the Scheme’s administrators had exceeded this telephony target.
But why is 80/20... >> more
Categories: Benchmarking | International