To stay ahead of their competition, all centre managers need to leverage this data and monitor the impact that process changes and training have on metrics such as first call resolution, average handling time, and agent idle time.
| Published: 11 March 2023
As the UK heads into recession, while it is still battling with historically high inflation, now more than ever businesses must use every tool at their disposal to ensure they are as efficient and productive as possible. Increasingly, this means fully harnessing data to improve decision-making processes, particularly as it pertains to hiring and retaining talent. However, it is reported that 75% of executives don’t trust their data, despite knowing how important it can be. How then can businesses overcome common pitfalls to fully leverage the wealth of data at their disposal and drive positive business outcomes?
| Published: 13 February 2023
Poor communication practices and heavy workloads are the real culprits of wasted time, not the use of email or other forms of communication. The relatively low email usage reported by DeskTime shouldn’t make us complacent, as many organizations still have significant room for improvement. Email overload has simply taken a new shape. And it’s not yet clear whether we’re better off for it.
| Published: 10 February 2023
SIX MONTHS INTO THE PANDEMIC AND EXPERTS SUGGESTED TECHNOLOGY ADOPTION WAS THREE-TO-FOUR YEARS AHEAD OF WHERE IT HAD BEEN EXPECTED1 AND NOW IT FEELS AS THOUGH 2030 HAS ARRIVED EARLY. THE WORLD OF WORK HAS BEEN AT THE FOREFRONT OF THIS MONUMENTAL SHIFT, WITH THE ADVENT OF NEW COLLABORATIVE AND INNOVATIVE TOOLS.
| Published: 25 May 2022
The ICO states that the role must be free from “conflict of interest and does not take any direct operational decisions about the manner and purposes of processing personal data within your organisation.” And yet DPOs in many companies find themselves with the dual role of also being directors of human resources.
| Published: 10 May 2022
Vision to transform to a people-focused digital organisation is not being obscured by a lack of commitment to spend on tech. Indeed, budgets are assigned and we are on the cusp of becoming people-focused digital organisations. However, digital transformation is reliant upon four essential elements, three are often in abundance - vision, tech and budget - but a crucial one, is evidently in deficit. As companies formulate their transformations, data has to be at the fulcrum of the plan.
| Published: 14 April 2022
The reporting tools available with many HCM software solutions go beyond basic dashboards and use information in a way that supports organisational initiatives, tracks progress and predicts events. Using Business Intelligence (BI) helps a business to identify, adapt and improve across the entire HCM space via a comprehensive view of their workforce.
| Published: 7 April 2022
Graham Spicer, Country Head, EMEA at SplashBI Analytics, outlines five ways why a self service reporting system is vital for businesses.
| Published: 19 February 2022
Alex Graves, CEO of Silicon Reef, a collaboration, productivity and wellbeing solutions consultancy, calls for better use of data in HR.
| Published: 14 February 2022
Big data is like teenage sex: everyone talks about it, nobody really knows how to do it, everyone thinks everyone else is doing it, so everyone claims they are doing it. Ok this is an old joke and clearly an exaggeration but big data is not alone in over promising and underdelivering.
| Published: 14 January 2022
