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"Management"
I heard an interesting podcast the other day that described how Sam’s Club is going to save somewhere north of $20M a year in shipping and cooling costs by changing over to square milk cartons. What struck me about this wasn’t that Walmart is looking for ways to save money, but rather the significant impact [...]
Continue Reading →I’m out at a customer site this week and overheard the following conversation from the Workforce Management Team: The difference in customer experience between 93% Service Level and 100% Service Level is negligible. But the difference in staffing cost to us is huge. Now, I’ll spare you my full rant about Service Level [...]
Continue Reading →Seth Godin has an interesting post about why your last impression with a customer is more important than the first (you know the old adage “you never get a second chance to make a first impression”). He’s right, and I thinks its really about making every interaction count across your organization. When you consistently deliver [...]
Continue Reading →One of the most effective, and ineffective, ways to increase the value of a customer is by upselling additional products or services at the time of a sale. Effectively this can increase your items/revenue per sale and raise your gross margin, ineffectively you can frustrate your customer and send them somewhere else. Here’s an example [...]
Continue Reading →I was recently asked by Call Center Magazine what I thought the difference between analytics and performance management is so I thought I’d post it here as well. Latigent defines Analytics as the process and enabling tools for root cause and trend isolation. This can range from call volume drivers, to customer segmentation, to agent performance. [...]
Continue Reading →Have you seen the Verizon commercial where the two guys download the 80′s tune “Rock the Casbah”, but instead of singing along to the correct lyrics they misinterpret them into something completely different? Over the course of the commercial they botch the chorus into “lock the cashbox” and “stop the cat box”, which takes a perfectly good rock song and makes it complete [...]
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