Blogs about: Cost Of Poor Quality
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Leverage Your Customer Experience in Growing the Top Line Cheaply by John Goodman
Found at http://www.customermanagementiq.com/sponsor_article.cfm?externalID=1569 You can’t cost-cut your call center into sustainable prosperity—you must grow the company’s financial well-being. The c… more →
Fredzimny's Blog
Learning How my Contact Center Stacks Up, So our Business Can Stand Out
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wrote 1 month ago: In my preparation for my presentation at the Amsterdam Sheraton about how COPC assisted us in a post … more →
Reflecting at Voxeu's Offshoring and composition of home employment !
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wrote 1 month ago: This post is included because of the similarities I notice in managing a large sized contact center … more →
Reflecting on David Allen's Getting Things Done by focusing on value, not volume
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wrote 3 months ago: As an operational manager, who works in large-scale organizations, going through massive transitions … more →
T.R. Reid -- Five Myths About Health Care in the Rest of the World
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wrote 3 months ago: Found at http://www.washingtonpost.com/wp-dyn/content/article/2009/08/21/AR2009082101778_pf.html By … more →
Procurement that pays: Foreign outsourcing, innovation, and profit dynamics!!
wrote 3 months ago: View more documents at Fred Zimny. Related articles by Zemanta Outsourcing: Using Crowdsourcing (bi … more →
Paul Lagerwaard on Customer Complaint Iceberg
wrote 3 months ago: Related articles by Zemanta Podcast: John Goodman on the Future of Customer Service (fredzimny.wordp … more →
IndustryWeek : Better Decisions, Better Results Recession finds executives rethinking their decision-making strategies.
wrote 4 months ago: Found at http://www.industryweek.com/articles/better_decisions_better_results_19900.aspx Compiled By … more →
Learnlets Experience Creation System or creating systematically real learning systems
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wrote 4 months ago: http://blog.learnlets.com/?page_id=2 from Clark Quinn @ 2–0/09/02 1:31 pm Where do the problem … more →
Exclusive video: Bashing suppliers into submission
wrote 4 months ago: Kathleen Fasanella over at Fashion Incubator sent the following video in response this morning on Ba … more →
Resolution for 2010 Customer effort score: Shifting the loyalty curve by reducing customer effort
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wrote 4 months ago: View more documents at Fred Zimny. The selection of the CES metric was derived from a survey using a … more →
Why business do not collaborate
wrote 4 months ago: View more documents at Fred Zimny. The full research report is available for Download. Please downlo … more →
Resolutions for 2010: That can be the end of outsourcing
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wrote 4 months ago: Found at http://outsourceportfolio.com/end-of-outsourcing August 9, 2009 Alarming statistics on outs … more →
John Goodman's TARP on improving margins with better service
wrote 4 months ago: Related articles by Zemanta Podcast: John Goodman on the Future of Customer Service (fredzimny.wordp … more →
The Efficiency - Quality Trade-Off Of Cross-Trained Workers Customer Service Centers
wrote 4 months ago: View more documents from Siddharth Nath. … more →
Lean and Starbucks: reflections on service
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wrote 4 months ago: Post found at http://www.leanblog.org/2009/08/defense-of-lean-and-of-lean-at.html Yesterday’s … more →
Impact of Customer Experiences in financial services
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wrote 5 months ago: Artist Liz Wolfe http://www.lizwolfe.com/ Working within a health plan and seeing the collaboration … more →
As Business Process Productivity Hits A Wall: resolutions for 2010
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wrote 5 months ago: It is a text with a commercial intention but it contributed to my action plans for the year 2010 Fou … more →
Let's talk about design (not girls); it does matter
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wrote 5 months ago: This post was inspired by this found presentation from Arne van Oosterom (which posted in Slideshare … more →
Three Things To Consider Before Outsourcing any operation.
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wrote 5 months ago: Artist Tom Smith http://www.mjhibbett.net/tomsmithuk/index.htm In an earlier post I mentioned 10 tac … more →
