Archive...

  • More Informed Decision Making

    Posted in Blog On April 1st, 2010

    I read an article recently regarding dynamic management and the ability companies have to make better decisions in uncertain times.

    Reference was made to ‘Just-in-time’ decision making and the impact on a company of making hasty decisions under time pressure or …

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  • Engagement – what does it really mean?

    Posted in Blog, Operations Management On February 2nd, 2010

    Our next Guest Blogger is Jane Mayhew, Operational Performance Manager in the Client Services Department at Zurich International Life.

    Jane wrote this in response to the recent blog entry written by Andy Baker – ‘What’s measured gets better!’

    Recently I was asked …

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  • Back Office Basics

    Posted in Blog, Customer Service, Operations Management On January 5th, 2010

    Written by Guest Blogger Colin Whelan, Senior Contact Centre Planning Specialist at the Professional Planning Forum.  

    The Professional Planning Forum (www.planningforum.co.uk) is the independent industry body for effective resourcing and planning in the contact centre industry, working across …

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  • Quality vs Quantity

    Posted in Blog, Client, Operations Management On October 16th, 2009

    eg would like to introduce Paul Cooper, Contact Centre Operations Manager from West Bromwich Building Society, as our first Guest Blogger.

    Having spent the day at an eg user group …

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