Measuring Success: Call Center Metrics

Jun 11 2015

There are many things that can be measured to track the success of a call center, but some things are more valuable than others. Here is a list of important call center metrics that you should evaluate in your company to improve not only efficiency, but also quality and outcomes.Measuring quality scores will allow you to be able to track your agents’ progress and sample their work. They provide a look at the overall satisfaction of the... more

Is Outsourcing Dead?

Mar 18 2015

Outsourcing has changed the business world drastically. How would you like to sit in an office in Tucson and have the ability to see everything your employees are doing? And have access to the information in real time? Then you don’t need a thousand seats in Tucson; you can spread them to Salt Lake, Tallahassee and Seattle. Your business can expand worldwide if you want. You are in control.


Cease to Overwork. Why do we gamify?

Mar 2 2015

What is gamification? Why is it so important? Gamification is not just the adding of digital games and offering prizes into a business, it’s adding what makes social media and video games entertaining into non-game programs and experiences in order to improve engagement and involvement. When the environment is entertaining, people long to participate.

The Affects of Attrition on Organizations

Feb 24 2015

A few years ago my buddies put together a softball team. Once a week we get together and pretend we are still athletic and try to relive any glory years that we may have had in the past. As the season approached there were a few folks who could not make it due to other commitments. Who would sacrifice softball with their buddies for things like family, civic and community duties? Well some of my buddies did,... more

23 Ways to Gamify your Company

Feb 19 2015

Gamification is the new way to improve your business.   It is the new way of thinking. It helps engage employees and teach them new skills and information while entertaining them and measuring their progress. In the fast pace world of today, a business cannot afford to go without it. Here are 23 ideas to help you gamify your business. An important aspect of gamification is knowing who you are targeting and why. Who is your... more

Agents in Control

Feb 9 2015

Roadblock #5: Detached Agents

A giant roadblock to success can be the attitude of a detached agent. If an agent is not involved, performance level is low. When performance level is low, customers suffer. And when customers suffer, the company deteriorates. So how do you engage your agent? Let them control their realm.

The average agent... more

How Enjoying the View can Hurt You

Feb 2 2015

Roadblock #4: Reactive Management.

Is your management proactive or reactive? When an unanticipated twist comes your way, are you ready for it? Or will it catch you off guard? Where are you looking? Many companies don’t have a plan, they aren’t looking ahead and consequently they find themselves behind when the world takes a turn. In contrast, the proactive companies have been prepared. They are looking ahead... more

Piecing Together the Puzzle

Jan 26 2015

Roadblock #3: Limited Visibility

When piecing together a puzzle, it’s necessary to have all the right parts, or the puzzle won’t actually work. Along with that, if multiple people are piecing it together, hours of work can be shortened significantly because each person has an idea of the big picture and can make a solid effort to do his or her part. It’s the same in a company. If the visibility is limited... more

Off-the-wall Decisions

Jan 19 2015

Roadblock #2: Delayed Access Have you ever made a decision with incomplete information and then realized later, perhaps when you received the whole picture, that your decision was completely off the wall? It happens everyday. When making an important decision it’s critical to have all the applicable information obtainable. If there are holes in the data, errors are inevitably made. If the data is old, the decision is overdue and the curve is... more

Missing the Problem

Jan 12 2015

Roadblock #1: Disparate Data

What is the problem with disparate data? Imagine this. You feel a sharp pain in your arm and you go to the hospital, but the only thing the doctor can tell you is that your arm is broken. He cannot say where, what you need, how to fix it nor if there’s any other problems. Obviously you can’t make it better until you have access to all the information. That’s what happens with... more