1 to 1

DECEMBER 22, 2021

With several outsourcing contact centers in 2021 reporting training class rates as low as 20% and above average stress levels , it’s no longer a question of how does the industry recruit quality employees, but how does it retain them? And the contact center industry is not exempt. and elsewhere. Attrition is a profitability killer.

Strategy 26

Strategy Strategy Strategy& Talent 26

Tom Spencer

MAY 18, 2015

Tom: Do you think that short term financial metrics are part of the problem in developing long term strategy? So Nokia had the technology to develop and produce an iPhone several years before Apple released it? Nigel is the author of The Long Term Starts Tomorrow , a must have book “for any manager, leader or Minister.”

Metrics 60

Metrics Financial Cash Flow Process Improvement 60

Harvard Business

MAY 17, 2018

So instead of starting with discovery conversations, people analytics data was used to baseline the time spent on the process in every country, and to map the networks of the people involved. One people analytics team in an engineering company was struggling to help develop the company’s managers, for example.

Culture 51

Culture Strategy Strategy Strategy& 51

Harvard Business

OCTOBER 29, 2018

Drawing on the concept of “efficiency wages,” some economists argue that higher pay can by itself improve performance by enabling companies to attract and retain better people and by motivating employees to work harder. But higher wages alone are not enough to break this vicious cycle. Career paths.

Retail 31

Retail Operations System Transportation 31

Harvard Business

SEPTEMBER 11, 2017

Don’t optimize for efficiency. There are three very common shiny objects that derail customer success efforts in the early stage: Process improvements to issue routing, issue classification, and automated responses seem reasonable. Your team isn’t big enough to really reap the rewards of these efficiencies.

Metrics 47

Metrics Engineering Efficiency Operations 47

Harvard Business

OCTOBER 8, 2018

Let’s develop an up-front “technology ROI” that measures workflow impact, inefficiency, hassle and impact on physician and nurse well-being. The National Taskforce for Humanity in Healthcare, of which I am a founding member, is piloting a system of metrics for well-being developed by J. In another example, Ronald A.

Metrics 28

Metrics System Healthcare Culture 28

Harvard Business

JUNE 8, 2017

While Medicare has led the development of bundles in the U.S., HDP is a third-party administrator with expertise in the development and management of travel surgery programs, providing strategic and operational management of this program. Business development, contracting, and finance personnel are also required.

Healthcare 28

Healthcare System Insurance Insurance 28