Project

A blog devoted to professional insights in the areas of Contact Centers, Planning, Service Excellence, and Improvements in Operations.

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Simple Project Management

As a professional who regularly deals with large scale projects as well as small, low complexity projects, it amazes me how often the...

Project Planning in Google Sheets

Your own Monthly Project Plan and Communication Plan within Google Sheets.

Shrinkage what is it?

"Shrinkage is the amount of paid time that an employee is not available to do productive work, such as answer phone calls or meet...

How and why you should implement a Shared Service style study on Operational Utilisation.

Why? Operational models are more often than not designed with quality service delivery in mind without a truly detailed look at...