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Staffing Optimization

Determining and maintaining optimal staffing levels is critical to efficiency. Optimizing Staffing When it comes to human capital, many organizations struggle with the simple question – are we understaffed or overstaffed?  Determining and maintaining optimal staffing levels is critical to an organization’s efficiency.  Optimal staffing depends on several factors including industry, function, sales expectations, customer… read more →

Leadership and Motivation

Leadership is the art of influencing behaviors towards a common goal. Leadership Overview There are many different thoughts and extraordinarily wide range of definitions when people describe the term ‘Leadership’, but at its grassroots, it is a management skill and ability to influence the behaviors of a group of people toward a common goal.  The… read more →

Developing Employees

Greater skill depth and breadth can generate real productivity gains Development Planning As companies look to change the size of their workforce, these fundamental questions should be asked:  What’s in my organizational tool box of knowledge? How do you know what skills are required to recruit?  Who will no longer be retained if a reduction… read more →

Managerial Soft Skills

Emotional Intelligence Forms an Important Part of Overall Managerial Effectiveness. Soft Skills – Critical to Success Managerial soft skills, often referred to as ‘emotional intelligence quotient’ or ‘EQ’, are an important set of skills used to build rapport and establish relationships with key stakeholders and employees.  A Manager’s ability to observe employees body language and… read more →

Managing Business Mix

How to Manage Business Mix In operations, every business deals with challenges surrounding the mix of their business. Whether it be manufacturing or delivering variable products, selling to variable customers, or completing variable processes, the variability causes many businesses planning and executing efforts to come to a crippling halt. In the worst cases, the variability… read more →

Maximizing Call Centers

Leveraging Human Capital Most call centers have some form of metrics for quality service, average length of call, and customer wait times.  However, many fail to look deeper at the root causes and tackle the actual reasons for the inbound calls in an attempt to reduce the volume of inbound calls.  Additionally, many organizations fail… read more →

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