Takeaways from my trip to the ICMI Contact Centre Expo in Florida Those of you who know me will probably agree that I’m not afraid to talk and offer my personal perspective on a variety of subjects. So, when given the opportunity to cross the pond and deliver a talk to attendees at the ICMI
As a Collections consultant, I have a simple methodology….if it’s easy to do, it’ll be done. And I’m not the only one who thinks like this. The ease of payment method often turns a non-payer into a payer. 20 years ago, when regular payment meant a visit to the bank, or the writing of a
“Well you know, you can live on it, but it tastes like s4!t”– Crocodile Dundee, 1986 Why can’t things be as simple as they were back in the 80s when Crocodile Dundee was on our screens? “That’s not a knife….this is a knife” – we all remember, well that’s to say, all of a certain
What are the challenges facing County Councils when businesses begin to reopen? Once businesses begin to reopen, and County Councils decide upon the level of forward forbearance that will be provided to assist with the reopening phase, the biggest challenge will be to reconnect with all business owners and re-establish payments arrangements. Possibly for the
If you missed ‘Gamification Parts 1 & 2, you can find them here: Part 1 & Part 2 How much will it cost to introduce gamification into my workplace? Okay. Great question, even if I may say so myself. In a cost saving environment that we are in these days, it’s difficult to justify another
Customer experience starts with emotion Your customer experience does not begin when your call centre agent answers the phone. Processes need to be reviewed a number of steps prior to the call, and a number of steps after the call is complete. Only reviewing and amending your processes within the boundaries of your operation are
Gamification is new to Ireland, and management can be hesitant to try. Why? Because generally managers are older than their staff, and suggesting playing games in the workplace to them is a brave move. So, why not suggest a new performance improvement strategy? If you missed ‘Gamification Part 1 – what and why’, you can
The majority of offices are dull and haven’t kept up with the advances of technology, so how do you motivate staff who have not just kept up, but grew up, with technology? Try gamification Why would you use gamification in your workplace? A lot of you probably don’t know what Gamification is, which is ok,
With employment rates in Ireland at record levels, it’s now an job-seekers market. So, when you finally find the right person, why do others leave? Why are we constantly hiring to replace people these days? Throughout my working life I have seen the cycle of treatment from Irish employers. During the past 2 recessions, employers
You wouldn’t hire a manager externally with no experience to run your team, so why promote one? When playing golf, I sometimes know that I used the right club for the shot, and wonder why it didn’t work out how I wanted it to. Apologies to those who don’t play golf, but please bear with