ZyncroBlog Research World Connect Research World Connect provides a platform for the industry to share the new and sometimes radical trends in market research and offers a podium for open debate and discussion on these topics and more. Research World Connect is an on-going project that will feature articles from some of the most innovative practitioners and thought leaders in the industry. The platform will present archived and current Research World articles and will also feature unique and original content from those at the forefront of market research.
The Learning Organisation: A qualitative research project to identify best practice in the field | Rewiring Business | Sharp Business Minds and Opinions After reading an article on Rewiring Business by Nadine B. Hack , Peter Cook, renowned Academic and Executive was delighted to share his piece on learning in organisations with the Rewiring Business Community which you can join here . Learning organisations have been variously described as organisations which continuously learn or organisations which encourages learning in their people. This report focuses on a number of organisations who are moving towards becoming learning organisations and describes a variety of approaches in action. The key findings from the study were: There is no ‘standard’ or single ‘best’ approach to becoming a learning organisation. Most organisations focused on individual learning as the basis for encouraging organisational learning. • Some common prerequisites for building a learning organisation emerged: 1. 2. 3. 4. 5. 6. • Some best practices were identified which may be adapted to fit particular organisations: 1. 2. 3. 4. 5. 1. 2. 3. 4. 5.
Call Center Analytics and Action The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do your customers rate their confidence in the answer provided by the agent as part of your quality process?” The e-book contains questions designed to uncover opportunities in Quality Assurance programs within customer contact centers. A major task for management is to forever be in search of best practices, a golden ticket, and a new path to be illuminated so operations can be improved. Why is not having the customer confidence rating a problem? Contact centers are highly complex organisms, wouldn’t you agree? The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Are your customers evaluating their level of confidence in the information provided to them as part of your quality process?” Why not assessing organizational confidence is a problem? Saying that brand matters more to Marketing is an incorrect assumption. I’m obviously kidding.
Lessons Learned: How Tumblr Recovered from a Business Crisis David Karp's blog platform has seen hockey-stick growth, and so has his learning curve as entrepreneur. He shares how his company bounced back from the tech tumble that brought down millions of blogs last year. David Karp is founder and CEO of Tumblr. When David Karp created Tumblr in 2007, he saw it as a fun side project to his tech consulting. The New York-based company hosts more than 19 million bloggers across the globe, drawing about 7 billion page views per month, according to web-analytics service Quantcast. Video: David Karp on what to consider when scaling a business. While Tumblr has become an investor darling -- having partnered with three institutional investors and a half-dozen angels -- the fast-growing company has had its share of growing pains. "It was a cascading failure. It was the startup's most challenging time, one that Karp says he will never forget as it's a case study of the critical steps needed to recover from a major network failure.
Genesys überwindet die Trennung zwischen Kundenservice und mobilen Apps | Donnerstag, 17. Mai 2012 | Genesys | 534 hits Über einen "Smart Button" ermöglicht Genesys Mobile Engagement die Verbindung von mobilen Apps mit Servicemitarbeitern. Gleichzeitig werden kontextbezogene Kundeninformationen, wie z. Gegenwärtig gibt es schätzungsweise weltweit eine Million mobiler Apps; mit 40 Milliarden Downloads. Dadurch müssen Kunden, wenn sie Fragen haben oder Unterstützung benötigen, ihre Mobile-App verlassen und das Service Center über die Nummer, die ihnen von der App angeboten wird, anrufen. Genesys Mobile Engagement ermöglicht es Unternehmen, die Hürden zu überwinden, die bisherige isolierte mobile Apps darstellen. So werden Applikationen für mobile Kunden gezielt personalisiert. Hintergrund:Smartphones und mobile Anwendungen gewinnen zunehmend an Bedeutung als Kundenkontaktpunkt. Eine erfolgreiche mobile Kundenbetreuung benötigt einen nahtlosen Übergang zwischen Selfservice-Applikationen und Live-Unterstützung.
Welcome to SupplyChainBrain: A Data-driven, Widely Supported, and Collaborative Approach to Successful Business Process Management A Data-driven, Widely Supported, and Collaborative Approach to Successful Business Process Management By: SupplyChainBrain | March 07, 2012 Although the BPM space has evolved technologically to a level that allows organizations to create, deploy and execute process management tasks with more efficiency and better performance, challenges still remain owing to the complex nature of successful business processes, particularly at the development and execution levels. 1. One of the more important challenges that still needs to be addressed in the near future is for organizations to shift from the old functional paradigm (which views processes as occurring in silos, within specific departments), to viewing them as impacting multiple functional areas within an organization. 2. All phases of process management (development, deployment and execution) require leadership and support in order to increase the likelihood of an accurate and objective view of goals, needs, constraints and issues. 3.
8 Informative Crowdsourcing Infographics – Revealing Statistics Crowdsourcing is one of the fastest growing online businesses on the internet. In the span of 6 years, this revolutionary concept has reached great heights and has changed the way people do business. Considering the rapid advancements in technology, the gap between professionals and amateurs has been reduced to a great extent. Top Crowdsourcing sites provide a platform to bridge the gap between professionals and clients in order to maximize mutual gains. One of the biggest impacts of crowdsourcing has been in the field of logo design where the concept of logo design contest is becoming popular. That is why we bring you 8 of the most enlightening infographics that reveal some interesting statistics and information related to crowdsourcing.
informal coalitions: Self-organization and emergence as natural dynamics of organization I’ve just been directed to a post entitled Self-organization vs Emergence on Jurgen Appelo’s Noop.nl blog. This was the third of a trilogy of posts on self-organization that I enjoyed reading – albeit belatedly. However, there are a couple of points with which I would take issue, as set out below. My particular take on the topic is based on my informal coalitions view of organizational dynamics, which looks at organizations as dynamic networks of self-organizing conversations. Self-organization is not about self-managing teams To begin with, I think that there is often an unhelpful confusion between so-called "self-managing teams" and self-organization as a natural dynamic of people interacting together (which is how I read one of the comments on the post). With this in mind, I was puzzled by Jurgen Appelo’s presentation of “human-created systems” and “self-organizing systems” as a dichotomy. Seeing organizations as complex social processes not systems Interactions as enabling constraints
Accuracy Matters – Using Text Analytics to Drive the Cisco Customer... Why is employee engagement such an important topic? | Elisabeth Goodman's Blog By Elisabeth Goodman My blog on employee engagement (Employee engagement – some interesting data and perspectives for Lean and Six Sigma practitioners) is, of all the blogs that I have written since 2009), the one that has attracted the most attention. I wrote it in response to an article I read in the business section of the Sunday Observer1 – a very informative study that the Observer had commissioned, rich in case studies and data from FTSE 100 companies. So why has this blog attracted so much attention? Employee engagement is the key to organisational and team effectiveness The Observer article caught my attention because employee engagement, or involvement is intrinsic to business process improvement through such techniques as Lean and Six Sigma. People also need to be engaged in order to achieve effective business change. ‘Empowerment’ and ‘Intrapreneurs’ As someone who is now self-employed and runs my own business, the idea of acting otherwise makes no sense at all! Conclusion Notes