Value matrices

How real time information provision contributes to 10% margin improvement

Here’s a well-known rule of thumb in the customer contact sector: 70% of the cost of the customer contact operation is spent on staff. That’s also a rather accurate indication of how customer contact managers spend their time. You’d expect managers to largely commit to supporting and coaching employees in the best possible way. But […]

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Hybrid working: real time information provision is the main factor for success

In the customer contact world, hybrid working increases the appeal of the job and the flexibility of the customer contact department: a lack of commuting time creates availability and the planner can apply split shifts. That makes it possible to scale up and down faster, and employers can tap into a larger labor market because

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Wandering through the data forest

Problem Sometimes the buzz of everyday life makes it difficult for call center employees to have a helicopter view of the entire operation. Even at the most well-organized centers, it’s a problem. Often, the roadblock is a lack of real-time, topical information, which forces people to get data from various interfaces. As a result, it’s

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