Managing any contact center operation today means walking three tightropes pitting efficiency (which is all too easy to calculate) against effectiveness (harder to measure and repair). This applies to ...

I had a recent experience at my house with my furnace. I was facing a crazy cold snap and a broken furnace, so the house was cold and the family was not happy. We had a local service company come out ...

In business, success depends in large part on how well your team is able to adhere to work procedures to achieve the intended or expected results. This is known as effectiveness. Another sign of ...

When you start a small business, you must determine your purpose. One way to do this is to explain why you will be good at serving your customers. Once you have this purpose firmly in mind, you can ...

In "Efficiency v effectiveness" last week, Dave Trott described the problem of focusing on efficiency first in the creative industry. In short, when trying to reduce costs, one can also compromise the ...

Time may seem scarcer than ever, but fortunately technological advancements have presented auditors with many tools to improve the effectiveness and efficiency of audits. One such tool is data ...

As a high-performance sales professional for years, I was always in search of more and more efficiency. As I became a sales manager, then entrepreneur and CEO, the stakes grew even higher, so to me, ...

As the Austrian American educator and author Peter Drucker said: “Efficiency is doing the thing right. Effectiveness is doing the right thing.” President-elect Donald Trump is focusing on efficiency ( ...

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