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Showing posts from May, 2010

Using an IVR effectively

First – what is an IVR? Some people also call it an ACD but whatever you call it, an Interactive Voice Response (IVR) or Automatic Call Distribution (ACD) system is used to get your customers to the right people to answer their questions or provide them with the right information.
When used effectively it can be great for your customers – they get their calls answered by knowledgeable people in a timely manner and for the companies its great too ... by knowing who your customer is calling and about what you can ensure that you have the right people in place at the right time and you are able to pull the appropriate information from the system to ensure that this practice continues.
However, when an IVR is not working the right way, you are putting your customers in what is known as "IVR hell" – basically your clients are talking to the machine more than to your staff and are in a loop, just going around in circles getting madder and madder. This is one of the best ways to los…

Using LinkedIn to find a job

I've mentioned LinkedIn a couple of times now (see this post and this one) and its a really great tool not only to keep in touch with old work colleagues and keep apprised of whats going on in your industry, but also to find a job.  LinkedIn's job search should complement whatever you are currently doing to find a role via other online tools.  The greatest advantage and feature of LinkedIn (aside from the fact that some hiring managers use it exclusively so this is the only place you would be able to find that specific job) is the fact that you can get your existing colleagues and friends to act as your references and based on your "links" to the job/company in question there is quite a good chance that you can be recommended for the role by someone already working in the company. 

In the current market, any advertised job posting can generate hundreds (if not thousands) of applications from potential candidates.  By using LinkedIn however you are able to get a refer…

Using LinkedIn effectively

I've already spoken previously about the power of LinkedIn and how useful a tool and site it is. However it definitely bears repeating as if you are not using LinkedIn properly you are missing one of the sharpest quivers in your bow when searching for a job or networking in general! If you do not know about LinkedIn at all – make sure you visit the site immediately and input as much information as possible to build a complete and accurate profile.

Here are some of the most common mistakes that people make with LinkedIn – check your account and ensure that you are not making one of these!
Personalize your profileAdd a photo. People prefer photo's and images and generally if a photo accompanies your profile, it will receive a higher level of attention. Make sure that people can find you by using your real name. The default setup of LinkedIn has a bunch of letters and numbers which means that people will only find you by searching for skills and location, not your name. In a…

Choosing what to measure

An old business axiom says, “You can’t control what you don’t measure.” As a result, nearly everything in business is measured, tracked, monitored, analyzed, and benchmarked.  To flip this on its head a little bit though ... should you measure what you can control or rather what is outside of your control?  While it is easy to put a number to things that you have complete control over wouldn't there be a greater impact to your bottom line and the business if you started measuring things that impacted your customers but that you didn't have complete control over?

You'll find that you will see a far greater improvement as well as improved education for your teams and progression towards your goals, if you start measuring the things that you can influence and not just the things that you control.  "Any color as long as its black" - Probably one of the greatest quotes that never was is a perfect example of this point.  While you can definitely control the color of yo…