The Zen of High Performance Operations

The Zen of High Performance Operations

In Eastern philosophies, the difference between a master and an acolyte is training. The same holds true in the contact center. Revamping processes/procedures and building a reporting structure is only as good as the people who use them. To realize the full value of this investment of time and resources, you need to make sure personnel are thoroughly trained on them.

Training is not an event.

You don’t get to the top by learning the rules and seeing them applied in a 2 day class or a 1 hour session with a trainer.

Practice!

When do we ever practice? When do we allow people the time to practice? Most “workers” aren’t going to do “homework”.

The Myths about Meta Data

The Myths about Meta Data

Meta data is all about data warehousing.
Most implementations of meta data target the data within a data warehouse. There is no reason that the implementation of meta data should be limited to a data warehouse. Depending on the scope of implementation, meta data can be maintained on organizational processes, business indicators and metrics. Enterprise-level meta data is more useful than a solution that is data warehouse centric.

Meta data should target data origination sources throughout the enterprise, such as transaction systems.