Common sense contact center performance practices in a once in a lifetime crisis

As a seasoned contact manager I survived and thrived during the implementation of large systems within utilities and health plans in the Netherlands.
In scope during the most recent implementations were approximately 2.000.0000 till 4.000.000 customers.
Using a straight performance management approach one can manage “the once in a lifetime crise – and believe me they do [...]

Will social media kill off the intranet in years to come?

Enclosed an optimistic view of how intranet and social media may converge. But as an operational manager I notice a lot of myopia with regard to the use of intranets in organizations. Depending on who is accountable, one may notice different communication patterns. See the user interface and you know who is managing: HR (with [...]

Contact Center Performance Management: why it matters for us, me and U!

Regular readers of this blog may be aware of the fact that I work within the health insurance industry. And if you are familiar with the Dutch contact center industry, I’m also active in our branch organization expert group performance management. So after 900 posted items, it becomes time to deliver my personal thought about [...]

Early millenium thougts about knowledge and E 2.0

Frederik Matheson tweeted that this paper is great. Indeed, reading the paper I agree. But this lengthy paper might prevent you from connecting to it.
Therefore I include the essential graphs. And then is up to you to start acting.

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