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Strategies for Selecting Relevant Key Performance Indicators
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Many organizations have adopted a specific approach for establishing KPIs. It is called the SMART criteria technique, and in a nutshell, it requires that a KPI must satisfy these five criteria: specific, measurable, attainable, relevant and timebound. "S-M-A-R-T" is a fine way to spell KPI, as this a solid framework for making decisions about KPI selection. Unfortunately, organizations still find themselves unsatisfied with the results of this technique due to a misinterpretation of the term "relevant." By making KPIs individually relevant, you can begin to reach individuals capable of having a positive impact and keep them motivated to perform well against specific metrics. Leverage these seven simple strategies to put the relevance back into your KPIs.
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[Full Article]
Aug-08-2010 |
Mining the Contact Center for BI Gems
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For the servicing organization, the proliferation of service channels is both a blessing and a burden. With pressure on these organizations to meet customer demands for faster service coupled with rising service-related costs, the availability of multiple channels affords the servicing organization with numerous avenues to expand the reach of service information and updates.
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[Full Article]
Aug-08-2010 |
Top Three Reasons Why Self-Service Doesn't Cut It
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Sometimes we're glad for a self-service option. It speeds up various chores and gives us independence. But other times, the convenience comes at the cost of some extremely important customer interactions. Some companies are in danger of going too far with customer self-service. Following are the top three reasons why self-service doesn't always cut it.
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[Full Article]
Aug-08-2010 |
1,656 Words on Nick Carr's The Shallows
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According to Nicholas Carr, author of The Shallows: What the Internet Is Doing to Our Brains, the Internet is rewiring our brains at the cellular level. While "training our brains to be distracted," it also creates pressure to blog and tweet - and worry if we don't become famous overnight. There is growing social pressure to participate in these technologies, to be on Facebook and be on Twitter, and there is resentment when people try to distance themselves from it. It's really becoming very much a social norm to present ourselves through these social networking services.
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[Full Article]
Aug-08-2010 |
From Deflecting Customers to Embracing Them
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Fifteen years ago, when the Web was still in its infancy, the driving force for CRM was a device that had been around for more than a century: Alexander Graham Bell's world-changing telephone. Customer service was conducted almost entirely through this medium, and CRM innovation was driven by almighty contact center metrics such as "average handle time" and "first-call resolution." Time on the phone was the only currency you had with customers, and eliminating as much of that time as possible was a measure of your efficiency. For a while, it seemed like keeping the customer at arm's length was the goal. Not anymore. Here are six ways that the new Internet -- a mobile, social, and real-time Internet -- is changing the playing field for CRM and putting customers back in control.
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[Full Article]
Aug-08-2010 |
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