Friday, July 13, 2007

Excerpts from "The Art Of War"...applied to call centers

"The Art of War" by Sun Tzu is a classic Chinese military book which is often reinvisioned for business. It may be the oldest strategy book in the world.

As each lesson can be intrepreted for the business world, my thought is it could also be reimagined for the call center.

Today we'll examine rule # 14:

"14. By means of these seven considerations I can forecast victory or defeat."

This one is easy as it can apply to using your statistical analysis to make projections:

- will we meet our goals?
- will we fail miserably?

Using evaluation tools, call centers can define their own criteria for success. Scoring the performance of each agent can result in identifying a trend which may be altered for improvement.

The call center translation for #14:

"With this performance criteria we can forecast success and where we need to make improvements"

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