"Call centres let down by poor management information" As reported by CMC, “Call centres are being run inefficiently thanks to bad management information, according to new research from Teasel Performance Management. A study found that call centre managers waste an average of one work day per week identifying and addressing everyday problems – although some say that this figure rises to between 30 and 50 per cent of their time, which corresponds to between 1.5 and 2.5 working days per week. Some 44 per cent of respondents said that they were 'failed' by a lack of relevant management information and that they were dissatisfied by the quality and timeliness of the information they are given and agree that it doesn't allow them to identify issues early enough...” August 2006 View this Opinion Piece

"UK Contact Centre Operational Review" As reported by ContactBabel, “The success or otherwise of contact centres has traditionally been measured by observation of key figures, usually related to cost and efficiency – average call length, average speed to answer, % of calls answered within a certain time, etc. While these figures are a useful and still widely-acknowledged and understood benchmark, times have changed...”. August 2006 View this Opinion Piece

"UK Contact centres in 2006: The State of the Industry" As reported by ContactBabel, “Customer expectations of the contact centre have increased significantly year-on-year, yet almost unnoticeably. Whereas ten years ago, long queue time or unresolved call might just have been part of the customer experience, many customers now consider that to be unacceptable. This constant demand for improvements will continue to drive increasingly sophisticated ways to fulfill customers’ requirements for swift and accurate service.”. August 2006 View this Opinion Piece

"Creating value from employees" As reported in the McKinsey Quarterly, “The world's largest companies are earning outsized returns—without significantly increasing the size of the workforce—by making their professional employees ever more productive.” May 2006 View this Opinion Piece

"Measuring performance in services " As reported in the McKinsey Quarterly, “Service companies can't measure and reduce variance as easily as manufacturers can. Service tasks vary, depending on the person performing the service, differences in customer behavior, and the business environment.” 11 May 2006 View this Opinion Piece

"Bloated firms not watching their waste..." As reported in the Observer on October 23rd 2005, Jeff Immelt, chief executive of GE, laments that “40 per cent of GE consists of unproductive administration and back office work. He wants to halve that in five years.” Nuqleus is implemented within various GE back office environments to identify and improve Productivity levels. 24 October 2005 View this Opinion Piece