Published by admin on 09 Sep 2009
Many folks think it’s a given that service quality declines when call center work is moved offshore. Earlier this summer I wrote about the difficulty of maintaining service quality here in the United States, where call centers typically experience
Published by admin on 09 Sep 2009
Can outsourcing be about both cost reduction and business transformation? Maybe, but I am beginning to have my doubts. Peter Allen, TPI’s managing director for Global Practices, and Everest Research Institute VP Katrina Menzigian both told me in
Published by admin on 09 Sep 2009
Though the economy is starting to take tentative steps toward recovery, most IT leaders are still in cost reduction mode . Many of them are postponing new systems and upgrades and spending less on hardware and software. Oddly, I hear less about
Published by admin on 09 Sep 2009
Which survey about cloud computing are you going to believe? It’s a nascent technology, no one seems exactly sure how to define it and, as always with surveys, some of those that administer them have vested interests. But even taking all those things
Published by admin on 09 Sep 2009
Any idiot can take a simple task and make it complicated, but it’s the rare person that can simplify a complicated one. It’s been a little more than two years since I wrote about it, but I am still impressed with an idea put forth by
Published by admin on 09 Sep 2009
A few months ago I wrote about an event put on by the MIT Sloan Symposium during which folks put forward some suggestions for a new title that would better describe the role of today’s CIO . Among the suggestions: chief process officer, chief
Published by admin on 09 Sep 2009
I have a love-hate relationship with e-mail. While I don’t see how I could live (or at least work) without it, I sure would like to try. I’m not alone. Writing on his Candid CIO blog, Will Weider, CIO of Ministry Health Care and Affinity Health
Published by admin on 09 Sep 2009
In response to this mounting pressure on service levels, it is tempting to introduce call diversion methods to reduce hold times. These include routing customers to voicemail, routing customer to engineers with secondary skills in their problem area or routing customers to administrative staff to log the case for call back. While each of these techniques and other more creative do at least temporarily to reduce hold times, what is best for the customer?
Published by admin on 09 Sep 2009
Industry is paying a high price for poor recruitment techniques with British companies wasting £12bn per annum, equivalent to £1,000 per employee, through recruitment mistakes and the time spent by managers trying to bring staff up to scratch, according to a report, by SHL, the psychometric company†. This amount dwarfs the £3.1bn package for boosting jobs promised by the chancellor in the last budget, which implies that companies could do more to create jobs simply by improving their selection and recruitment processes.
Published by admin on 09 Sep 2009
Just the other day, I wrote about a minor brouhaha over the phrase “IT/business alignment,” the latest in a long series. Peter Hinssen, a consultant and instructor at the London School of Business, told CIOs attending a recent CA event that IT needed to