From the monthly archives: November 2006

#27-Data Source Inventory

On November 25, 2006 By

Now that you’ve gone through and completed your Reports Inventory, it’s time to start looking at where the report data comes from. This will be an exercise in evaluating just how spread-out your data really is.Next to each report, list out where the source data resides. This is most likely your ACD, Quality Monitoring/Recording System, [...]

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#26-Reports Inventory

On November 24, 2006 By

Heres one of the first steps in starting your company’s Business Intelligence strategy: Take an Inventory of all of the reports that get distributed throughout your organization, and who they go to. Next to each report put how many man hours are required to generate that report. This should be an eye opening experience. Look [...]

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#25-Don’t Hide the Agent

On November 23, 2006 By

In the IVR design world there is a common phrase referred to as "Hiding the Agent". This is when you make it impossible, or near impossible, for someone to zero out for an operator. The theory behind such practice is that you will somehow magically increase your IVR call completion rates. This couldn’t be farther [...]

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#24-Green Companies

On November 22, 2006 By

Whether you subscribe to the Global Warming and Climate Change doctrines or not, a great deal of your customers either are, or will be in the near future, paying attention to your company’s environmental friendliness. Being a “Green Company” will soon be worn like a moral badge of honor that consumers will be conscious of. [...]

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Idea #23 – Visitor Guides

On November 21, 2006 By

The last decade of my life has been spent more or less “on the road”. The companies I have worked for, and most recently the one I own, have taken me to every corner of this country and most places in between; and I have accumulated more Marriott points than I’ve had vacation time to [...]

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Idea #22- Keep Pen and Paper Bedside

On November 20, 2006 By

It happens to all of us, no matter how organized we are. You’re laying in bed, your mind is racing, decompressing from the long day… and BAM.. "damn, I forgot to send so and so the email about that one thing…" Fill in the blanks with your own personal scenario here. But a couple of [...]

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