Call centers today are evolving to handle not only traditional inbound voice calls but also inbound web chat, email interactions, proactive outbound communications and social media. Adding these new services can be daunting to any call center. A disciplined approach to adding the right services is essential to the success of the call center and its ability to remain a relevant and strategic arm of the business.
How often do you and your boss have a real conversation about your work? For many of us, it’s likely a once-a-year-sit-down to parse your list of accomplishments and areas that need improvement, otherwise known as the annual performance review. Yes, the dreaded annual review. Dreaded because managers acknowledge that they don’t maintain an ongoing dialogue with individual team members and it's tough to give and get good feedback when you’re only meeting once a year. David Hassell, CEO of 15Five, believes there is room to improve dialogues between supervisors and staff. Hassell says thanks to 15Five’s cloud-based software, the feedback loop can become “organizational habit on a lightweight basis” by providing managers a 360-degree view of the company from the employees’ perspective based on their answers to four basic questions.
Business linkage analysis is the process of linking disparate business data sources together for the purposes of understanding the relationships between them (See Figure 1). For operational linkage analysis, we are interested in understanding the relationship between customer feedback metrics and operational metrics. Demonstrating the statistical relationship between customer feedback metrics and operational metrics is useful for a variety of reasons.
In the early days of BYOD, say, last year, employees -- especially Millennials -- fell madly in love with the idea of using their own iPhones, Android smartphones and newfangled tablets for work. But the BYOD romance has suddenly turned sour. Employees are questioning the intrusion of corporate eyes on their personal devices. Did IT turn their beloved smartphone into a spy that tracks their whereabouts? Employees are beginning to sense companies taking advantage of BYOD by intruding on personal time to get free work time. Now they're thinking about suing.