Your Peers’ Business Forecasts and Agendas for 2012

Every quarter we publish a Business Barometer report on financial services executives’ expectations on revenue growth and cost pressures. In the first quarter of 2012, executive sentiment regarding revenues in the coming year improved compared to the last quarter, while expectations regarding cost pressures in the next 12 months remained similar. In addition, we had […]

Why Setting Higher Standards Isn’t Always Right

Members often ask me what the five most important metrics are to track in our industry. Usually members expect a very clear cut answer like: “unit cost, average handle time, time to first decision, abandon rates and NPS.” Unfortunately the answer is not that straightforward as these five measures are often used to stand for […]

How Operations Can Gain From Exposing Errors

“Error” is a four-letter word in Operations. Managers, quality assurance teams, and Six Sigma experts focus enormous attention towards rooting out and reducing errors, but too much focus on this can actually be detrimental to firms. By over-emphasizing the need for error-free output, managers can unknowingly create a closed culture that encourages staff to keep […]

Dispelling the Myth of Economies of Scale

For years now we’ve been working on helping our members get more scale out of their operations. We’ve talked about cross-skilling, removing process waste, reorganizing, centralizing, and a variety of other methods to increase the number of transactions that can be processed with a pre-existing set of fixed resources and to decrease the unit cost […]

Do Organizational Structures Really Matter?

In the past few months, we’ve talked about Operations structures quite a lot in this space—and for good reason. About 80% of the executives we surveyed indicate they have restructured Service Operations in the last two years. Now we’re giving you an opportunity to hear the experiences of several of those executives first-hand. In our […]

Boost Your Christmas Sales With Targeted Website Playable Ads Visitors

With Christmas coming up many people are trying to get their websites ready to get the proper sales they need to really boost their income. This is when some people need to learn more about the way you can start to boost your Christmas sales with targeted website visitors. When you know about this, you […]