Imagine that your company sells high quality products or services, has an excellent IT and human resource department, your products are well known in the market, but there is one problem – you cannot handle all calls from customers or your customer support service lacks professional call center operators.  In course of time people will […]
Implementation of balanced scorecard made a quite a long time. But, perhaps, the most important stage is development of BSC, key performance indicators and strategy maps. The company can adjust make a decision to implement balanced scorecard and start using it the next day. No way that can happen. Implementation of balanced scorecard is preceded […]
Implementation of balanced scorecard requires proper preparation. It is extremely important to create are working group that will do the bulk of the job on development of strategy maps and their implementation in organization. At a first glance, this seems like an easy task. Indeed, creation of the working group looks easy. But there are […]
It is extremely important to properly motivate company employees when implementing balanced scorecard and introducing strategy maps. Of balanced scorecard requires great involvement of the entire company personnel. Of course, it wouldn’t be reasonable to demand deep knowledge of BSC and company goals from every employee. But at the same time the more personnel knows […]
It is impossible to develop strategic goals for any company in the company management is not aware of its weak and strong points, opportunities and threats for the business. SWOT analysis is believed to be one of the most effective tools used in implementation of strategic goals. Strengths, weaknesses, of opportunities and threats will define […]
It is important for every company to employed and retain professional personnel. Indeed, human resources play the most important role and become the most critical success factor in any business area. Let’s not forget that it is people who make decisions and it is top managers who help businesses overcome crisis. Ordinary employees generate income […]
The choice of key performance indicators in implementation of balanced scorecard is one of the most important and critical stages of the entire implementation and maintenance process. Indeed, it is very important to choose winning key performance indicators (KPIs) in order to operate correct figures and data. It can be compared with building a house […]
Implementation of balanced scorecard is sometimes a lengthy and complex process. The key problem is that balanced scorecard is often viewed as a universal tool which solves all problems in business. Very often top managers and business owners confuse Balanced Scorecard, as a strategic management tool, with the strategy itself. No program and no business […]
Learn more about best practices of using Balanced Scorecard and KPI in call centers and customer support service. The Balanced Scorecard library features the best articles about Balanced Scorecard and Call Centers:
The Rundown on Measuring Call Center Efficiency
On the Lookout for Quality Call Indicators and Measures
Check Security Performance to Avoid […]
More: […]
One of the most common mistakes and BSC implementation is failure to set the right goals and objectives. At a first glance goal setting seems quite easy. “I want my company to earn a lot of money” or “I want to earn a million.” Well, if the goal is formulated in such a way there […]
