Average Handle Time (AHT) is one of the most used, and often most misused, metrics in a call center. AHT is generally calculated with this formula: (Talk Time + Hold Time + After Call Work)/(Total Calls) AHT is an important metric because it directly relates to call center cost, staffing, and forecasting. If you can …
SaaS is being used more often, which means that system updates are more frequent than ever and companies have less control over when UIs change. It also means that any additional documentation built around these systems, such as operations guides and admin guides, need to be updated more often. An outdated operations guide can have …
After a successful day one, our team can’t wait to see what day two has in store! Take a look at day one highlights from Canidium VP of Technology Services, Jason Kearns. The conference’s opening keynote was delivered by Xactly CEO, Chris Cabrera, and re-emphasized Xactly’s commitment to being laser focused on the incentive compensation space. …
CPQ Software Solutions in Manufacturing Applications By Cheryl I. Part I of this installment can be found here. Struggling manufacturers often find it difficult to provide prospects with timely and error-free quotes, particularly when selling complex items containing many components. A sales team is unable to perform at the highest level unless it has easy access …
Article originally published with Xactly in preparation for CompCloud 2017. Author: Jason Kearns, Canidium VP of Technology Services. In my years of experience helping companies automate compensation solutions, I’ve seen a lot of things go right, and a few things go wrong. As a consultant, I take a lot of pride in helping organizations overcome obstacles …
Mergers and acquisitions (M&A) can often bring complexity and confusion to a company, specifically with respect to incentive compensation strategy and execution. Here are our top considerations for your compensation planning process when dealing with a merger or acquisition: KPIs, Goal Setting, and Organizational Focus Say you’re merging two companies: Company A and Company B. …
Coaching Programs in Manufacturing Applications By Cheryl I. Part II of this installment can be found here. Production-line employees are rarely motivated by a company’s vision statement. They care about earning a living, and they want a sense of community. It’s also important to them that their voice is heard, and that they can initiate …
Our experts have a lot to say about the recently proposed Wells Fargo changes in compensation for retail bank team members in 2017. See what else they have to say about incentives rooted in a more customer-centric culture in our breakdown panel Part II below. The Expert Panel: Michael Stus, Founder and Owner Lee Goldberg, …
Wells Fargo is in the news again after a shaky end to 2016 with their controversial incentive compensation and overly challenging sales goals, which pressured employees into using fraudulent practices in order to meet demanding metrics. By creating a sales culture so deeply rooted in growth, Wells Fargo employees compromised what matters most: the customers’ …
In 2016 Canidium and Obero held a series of Executive Roundtables in several cities across North America. The executives from software companies and subscription-based businesses got together to discuss why it is so difficult to design successful incentive plans for recurring revenue business models, and how to turn these difficulties into a performance advantage for …
