Business Optimization Expert
It’s #wisdomwendesdays once again so it’s time to share something I learned.
Have you ever taken interest in seeing how the Agile methodology can be of value in other areas, such as the operations side of the business?
I have. And the first time I proposed this to certain business leaders, I’ve been shut down.
Continue reading “How to use Agile outside of Software Development”
It’s #wisdomwendesdays so it’s time to share some of my knowledge.
If you’ve ever been tasked to solve Customer Satisfaction or Customer Experience problems for Contact Center Operations, didn’t you ever wish there was some sort of industry standards document that you can refer to and see what the rest of the industry is doing, what standards they are implementing in terms of stuff like metrics, forecasting, performance management, and so forth?
Well, lo and behold, there is one. And this will be a great starting point and reference for you to be able to solve Customer Experience related problems.
Continue reading “How to Become Good at Solving CSAT Problems for Contact Centers”
It’s #wisdomwendesdays and it’s time to share something I learned.
Have you ever been in a situation where someone presents you with an idea, and you just don’t know whether you’re going to laugh or cry at how dumb or stupid the idea is?
Yeah, we’ve all had that.
And our challenge, as leaders, is how to respond to that in a way that will not be demeaning to the people, so they will not be discouraged from coming up with other, hopefully better, ideas.
There’s a simple 3-step method I would like to share with you called the LCS technique.
Continue reading “How to Respond Positively and Make Suggestions when someone gives Stupid Ideas”
Have you ever been confused about what the difference is between QA (Quality Assurance) and QC (Quality Control)?
Have you tried to look it up, and then got even more confused about the explanations?
Don’t worry, you’re not alone.
Let me help shed some light and demystify all that.
This is my share for #wisdomwendesdays
Continue reading “DEMYSTIFIED: What’s the difference between QA and QC?”
I learned that you can establish good habits by: