News
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- 4 Big US Banks Fail Stress Test but 15 Pass The overall good news is that US banks are, by and large, back in business and healthy following the GFS. That is good news for the US and ultimately good news for the banking sector as a whole.
The US Federal Reserve has for the first time released …
- The Rise of the “C” Generation The “C” (connected) generation is here and about to have a big impact on business and work. We recently came across this article which most of our clients should read with interest and take note when formulating future business investments…
Blogs
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- Productivity: the Lost Decade Wondering why Australia is in this mess? It turns out that the decisions we have all made in the last 10 years about productivity and innovation have come back to haunt us. Our unwillingness to invest in new technology or to streamline our workplace r…
- Latest Trends in Process Improvement For a really good summary of how people across the world are thinking go to this LinkedIn discussion site. It is quick to read and provides lots of insights from many companies and countries.
Whenever we go to these sites the resounding message is th…
Insights
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- Call Avoidance… getting it right Since the use of call centres and contact centres began, the focus has been upon getting them to work more efficiently.
The emphasis upon reducing cost has never faltered, and the vast majority of solutions available for contact centres have been creat…
- Contact centre Performance and Key Performance Indicators Contact Centre Performance Data design needs to be revisited to ensure that it supports the need to manage and improve in today’s environment. Contact centres today have become a key part of the distribution and servicing of products and services for m…
