Process Improvement

At the End of the Process is the Customer

by Laura Tanner February 1, 2012

The Process Excellence Network (PEX Network) makes some salient points on the impact of process in a new video posted last week. Using statistics about changes in the global economy, the video brings home that point that, in the end, it’s all about service. The business process should serve the customer, making the customer experience [...]

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Eliminating Copying & Pasting Between Applications

by twelsch May 3, 2011

Every day, EVERY DAY, when I was at work I would have to copy and paste between multiple applications. And not just once or twice but over and over throughout the day. And it was always the same, first names, last names, addresses, phone numbers, etc. And even though I had gotten very good at [...]

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A Simple Formula

by Raun Kilgo August 4, 2010

Since the 1970s, few departments and major corporations have had more technology thrown at them than the contact center. All of this technology was for the purpose of better managing a company’s interactions with its customers. Today in many centers, t…

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Help for the human worker bee!

by Raun Kilgo July 17, 2008

Remember those Sprint/Nextel commercials a few years back that showed humans taking flight in a big hive of activity? I think anyone who has worked in a large company or a contact center has felt like those worker bees. I joke with associates all the t…

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