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Author: Dr. David Butler

By Dr. David Butler
in Best Practices / Metrics
on Apr 12, 2012

Why ROI? By the Numbers Accountability

Most companies measure their success on a quarterly basis from the amount of revenue produced subtracting out costs. This yields...

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By Dr. David Butler
in Corporate Culture
on Mar 23, 2012

Getting a Positive Company Culture: Learn How to Increase the Value of Your Human Capital

Most western nations are highly advanced industrially and technologically. With industrialization of these countries came mass production and the assembly...

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By Dr. David Butler
in Corporate Culture
on Mar 4, 2012

Super Supervisors: Tips for Choosing a Call Center Manager

A common statement I have heard for the past 20 years is “Why do companies promote the best engineers into...

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By Dr. David Butler
in Best Practices / Metrics
on Feb 10, 2012

The Benefits and Barriers to ROI implementation

In a previous blog post, I outlined the four basic steps to begin to implement a return on investment (ROI)...

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By Dr. David Butler
in Corporate Culture
on Jan 27, 2012

A Call Center’s Pathway to Achieving High-Performance Standards

As a call center expert, researcher and academic a common question I receive (probably two or more times per week)...

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By Dr. David Butler
in Best Practices / Metrics
on Jan 6, 2012

Using a SWOT Analysis to Understand Where You Are Today

Before a call center creates a strategic plan, mission or vision, one of the first activities should be to conduct...

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By Dr. David Butler
in Best Practices / Metrics
on Dec 22, 2011

Learning to Focus on Employees – A Call Center’s Best Asset

Let me tell you a story of two call centers. Both have similar operations, both similar employees and both serve...

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By Dr. David Butler
in Best Practices / Metrics
on Dec 7, 2011

Employees Come First: How Attitude Can Impact how an Organization Recruits and Retains Its Employees

The old adage of “The customer comes first” or “The customer is always right” comes from the belief that if...

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By Dr. David Butler
in Training / Coaching
on Nov 28, 2011

A Little Communication When It’s Not Required Goes a Long Way

All of the experts say that the cornerstone of a long and successful marriage is communication between the partners. This...

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By Dr. David Butler
in Innovation
on Nov 7, 2011

Employee Buy-in is Critical to Driving New Technology Adoption

Technology is a great and wonderful thing. The best thing about technology is that it frees up humans to do...

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