Ideas from inside the work.

Contact Center

Outsourcing Woes: The Staffing Issue That Can Wreck Your Business

Outsourcing services has become a popular trend among businesses due to its cost-effectiveness and convenience. However, outsourcing comes with its own set of challenges, and one of the major issues is staffing. Outsourcers may claim to have skilled staff, but in reality, they often have less than a full complement of staff due to attrition and cost-cutting measures. This can lead to a range of negative impacts, such as ticket backlogs, long wait times, poor customer satisfaction, and high escalation rates.

Contact Center

Don't Fall Victim to SLA Manipulation: Protect Your Business from Outsourcing Pitfalls

Are you considering outsourcing your services to reduce costs and improve efficiency? While outsourcing can be a smart business move, it comes with potential issues, such as SLA manipulation. Despite being promised skilled and capable staff, strong management systems, and vast experience, you may find yourself facing a service provider who is purposely manipulating numbers to present false green results. This can lead to frustration, missed deadlines, and lost revenue for your business.

Leadership

Analytics-Driven Leadership: Using Data to Improve Your Leadership Skills

As a leader, you want to make informed decisions that drive your organization towards success. However, you may find yourself struggling to identify the right course of action, or feel like you're not seeing the results you want. This is where analytics-driven leadership comes in. By harnessing the power of data, you can gain insights into your leadership behaviors and make data-driven decisions to improve your leadership skills.

Organization & Management

Unlocking The Key To Management Excellence: Harnessing the Power of Foundational Management and Governance Systems

When it comes to improving management systems in organizations, it's important to start with a strong foundation. Just like building a house, if the foundation is weak, the whole structure is at risk of collapsing. In order to ensure success, organizations need to have the right management and governance systems in place.

Contact Center

The Pitfalls of Outsourcing: How BPOs Can Lead to Decline in Quality

Outsourcing services to a Business Process Outsourcing (BPO) can lead to a decline in quality for several reasons, including limited resources, overseas personnel, and cost-cutting measures. This can result in lower-quality services and dissatisfied customers.

Organization & Management

Turn That Frown Upside Down: How Managers Can Lift Team Spirits Faster Than a Happy Hour

One effective way to motivate your team when morale is low is to focus on the problem at hand and present a clear vision for how to address it. This can involve discussing the challenges facing the team and brainstorming solutions together, as well as highlighting the potential benefits of overcoming these challenges.

Organization & Management

Fairness for Maternity and LTD Leave Employees: Ontario's High Bar for Employers: Understanding Your Rights and Protections Under the Ontario Human Rights Code

In this section, we will provide a summary of the topic of workplace accommodations for employees returning from maternity or long-term disability (LTD) leave in Ontario. The Ontario Human Rights Code outlines the responsibilities of employers in providing accommodations for these employees and ensuring that they are placed in the same job or a similar job upon their return. If an employer terminates an employee, they must prove that there was no position available for the employee upon their return.

Unite & Conquer: Harnessing Positivity To Overcome Manager-On-Manager Toxicity

Manager-on-manager toxicity is a problem in many companies today that, if left unchecked, can lead to decreased productivity and employee dissatisfaction. Organizations must focus on goals and behaviours rather than attempting to change outdated mindsets and instead create an environment where strong communication and collaboration are rewarded over toxic behaviour. Leaders need to take a proactive approach by actively listening when staff speak up with ideas, setting clear expectations for everyone within the team, and fostering an atmosphere of respect in order to prevent this type of toxicity from occurring.

Organization & Management

Providing Better Support to Your Manager: Tips for Setting a Positive Example and Modeling Expected Behaviors and Values

As a senior manager and leader, it's important to set a good example for your managers to follow. This includes providing support to your own manager and modeling the behaviors and values that you expect from them. By implementing a few key strategies and being proactive in your efforts, you can effectively support and lead your managers while setting a positive example.