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Showing posts from January, 2008

Job Search & Resume Essentials

Fortunately (and Unfortunately) as a Manager you will frequently get involved in the process of hiring new staff.  The unfortunate downside is that as a Manager you will also have to sometimes terminate staff - see my post on PIPs earlier - but this to some extent goes with the territory.  Lets look at the positive aspect first and lets look at it in two parts as it might be you on the other side of that chair at some point! Selling Yourself Now the first step in selling yourself is a decently formatted CV/Resume and appropriately detailed and specific Cover Letter.  There are lots of places that will send you to CV writers and so on, but you have to remember something very important - your CV is really only the 1st step - YOU need to be able to speak to someone about everything that is on there and if you cannot do that, it will not matter whether or not you got an interview.  You WILL NOT get the job!
Now, if you can speak about everything that is on your CV congratulations, that is im…

Communication and Customer Service

An extremely funny story that demonstrates the importance of listening to your customers.  

This is some correspondence which actually occurred between a London hotel's staff and one of its guests. The London hotel involved submitted this to the Sunday Times. No name was mentioned.

Dear Maid,
Please do not leave any more of those little bars of soap in my bathroom since I have brought my own bath-sized Dial. Please remove the six unopened little bars from the shelf under the medicine chest and another three in the shower soap dish. They are in my way. Thank you,
S. Berman
------------------------------------------------- Dear Room 238,
I am not your regular maid. She will be back tomorrow, Thursday, from her day off. I took the 3 hotel soaps out of the shower soap dish as you requested. The 6 bars on your shelf I took out of your way and put on top of your Kleenex dispenser in case you should change your mind. This leaves only …

Internal & External SLA’s

A very important point to remember at all times is that you need to have a more aggressive Internal SLA vs. the one that you are offering to your customers. I know it sounds self evident doesn't it, but there are no end of organizations that I've dealt with where customers are offered a 4hr SLA on a 24/7 basis and the engineers that can actually fix the problem are either unavailable till the next business day or NOT even on call!!!

Let me state this once again and very clearly so that there is NO CONFUSION ...

If you are offering your customers an SLA of 'X Hours' and your Engineering (or Development or Project Management or ... etc...) team is only offering you an SLA of 'X + Y Hours' ... YOU WILL LOSE MONEY and YOU WILL LOSE CUSTOMERS!!!

It is imperative that your internal SLA be better than the one you are offering to your customers and you need to ensure that your Sales team and Senior Management are both on board with this. Remember, also, that this must g…

Erlang 'C' & Scheduling for Call Centres - III

Skill Based Routing - simpler to say than actually execute, SBR is way of ensuring that your contact reaches the agent best suited to deal with and address their issue.  This assists in first call resolution, but is also key when it comes to things like languages and specific technologies.  An easy example is ensuring that a French speaking customer with a data problem reaches your agent in your call centre in Montreal (or France for that matter) vs your agent in an English speaking call centre.  Skill based routing allows for significant granularity and focus, but it is only as good as the information you know or are supplied with from the customer.  This can either be from an existing customer database or from your initial ACD (Automatic Call Distribution) system where the customer is responsible for determining what problem they have.

Scheduling Tools - there are a multitude of free & paid for scheduling tools available and obviously you get what you pay for with the ones requir…