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Coaching – proactive development or remedial training?
Posted in Blog, General, Operations Management On June 28th, 2011In some organisations coaching has earned itself a bad name as a tool for remedial training but used effectively it is a powerful tool that can support operational management.
I’ve come across some interesting facts about coaching to share with you.
In …
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Measure, Motivate, Manage
Posted in Blog, Client, Operational Excellence, Operations Management On April 1st, 2011By Paul Cooper, Contact Centre Operations Manager – The West Brom
It’s interesting the conversations you have in the middle of the night. As I write this at 2.30am, our Year End processing is taking place and a couple of bleary …
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More Informed Decision Making
Posted in Blog On April 1st, 2010I 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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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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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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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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