Tag: KPI and indicators
The 3 engagement levels

Before setting goals or managing with goals, it’s important to understand how motivation works. Several researchers have asked the question. In this article, I explain the three levels of motivation, as described by Mihály Csíkszentmihályi, Edward L. Deci and Richard M. Ryan, and democratized by Dan Pink in his book…
Management by objectives, does it work or not?
Reach your goals by forgetting them

Congratulations! You have set yourself a SMART goal, you have a clear and achievable goal, but where are you? How are you moving towards this goal? In this article, I will discuss the notion of predictive indicators and reactive indicators. To control your performance and make sure you achieve your…
Change management or business solution integration?
The best lean project of the year: yourself
Operational excellence in Customer Contact Center

In our service-dominated economies, the Customer Contact Center (CCC) is gaining momentum. It has become an essential point of interaction and is part of everyday consumer life. Unfortunately, making a phone call to a Customer Contact Center is often experienced as a sinecure: waiting time, expeditious service, complicated menus and…