Operational Management

January 25, 2016

Tips and tricks to clean up your workforce management tools

The beginning of the year is often a time when we take a step back to have a fresh start. It is therefore a good period to eliminate things that aren’t useful and review our ways. So why not take advantage of this moment to do a good clean up of our workforce tools and processes, in order to start the new year off right?

November 17, 2015

Mapping the customer journey: A travel through customer experience enhancement

Mapping the customer journey may seem like an abstract concept, that comes from major business schools. However, it represents an…

October 8, 2015

Why Opt for Intraday Automation?

Intraday automation is the best way to successfully overcome the real time challenges contact centers face while improving customer experience.

September 15, 2015

From strategic planning to operational planning

For many managers, the arrival of autumn announces annual business planning period. This important and critical period allows managers to identify all the necessary initiatives to support the company in its strategic and business objectives.

February 18, 2013

A Holistic Approach to Operational Management = Creating Value-add

Leveraging operational excellence through a holistic approach is without a doubt a great way of doing things.

February 1, 2012

Optimizing business processes teamed with updating your service offer: A winning combination

This may be the solution for helping your company remain a top performer and stay ahead of the game.

November 1, 2011

Is your organization resilient? It’s a loaded question.

In the face of current market conditions and fierce competition across all segments, the health of an organization depends on its resilience.

June 1, 2011

What’s Business Acumen?

Are we developing our teams’ business acumen? Are we on the lookout for what could be done differently? Do we give our resources the necessary latitude to develop this key competency? Take note of our thought-provoking ideas on business acumen.