Categories
Leadership

Decision making principles

Reading Time: < 1 minute To build trust, your decision making should be predictable. To build trust, your decision making should be transparent. To build trust, you want to get your team and you peers on a field trip into the meanders of your brain. You want to invite everyone around into your brain so they understand what to expect […]

Categories
Leadership

Build Trust

Reading Time: < 1 minute Trust is the foundation of relationship in many cultures. When leading a team, a department or a company, you want to make sure all your decision making is as transparent as possible in order to increase the trust in the organization. You destroy trust whenever you let personal choices, motivated by your own advantage come […]

Categories
Customer engagement Leadership

Select a BPO for customer support

Reading Time: 16 minutes Selecting a BPO for outsourcing a customer support function usually goes through a Request for Proposal (RFP). An RFP can have varying degrees of detail, depending on the companies. For some, the quality control or the tooling may be more important, for some others the language coverage may be the clincher. Why using an RFP? […]

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Customer engagement Leadership

Adopting Offshore for your support

Reading Time: 9 minutes Outsourcing / offshoring? Same same. Don’t get caught up with wording. There is probably a subtle difference. But you are simply looking at paying another company to take care of the support function for you. A BPO is a Business Process of Outsourcing. It’s a company specialized in externalising a whole function. Adopting offshore for […]

Categories
Customer engagement

Setting up a 24/7 support

Reading Time: 13 minutes There are many aspects to consider when moving to a full blown 24/7 support setup. If you are starting from a regular 9am-5pm and you want to extend the hours to cover more time zones, that’s probably a separate exercise. Below, we are going to talk about moving from 24/5 to 24/7. When you are […]

Categories
Customer engagement

Hey, you found me!

Reading Time: 3 minutes I am Marc Olivier Meunier, a Customer Engagement Leader. I am working for Eficode, the leading DevOps company. After 7 years spent pouring oil on the fire of a high growth advertisement technology company (Smartly.io), I switched to Eficode. The company is also in high growth phase with a service delivery business model. We are […]

Categories
Cycling

Rapport Race Across France 500 – le récit (French)

Reading Time: 12 minutes Préambule, aller à la ligne de départ Tout commence avec la descente vers la ligne de départ. Jeudi 16 Juin, nous remplissons notre camping car de victuailles. Nous nous dirigeons vers le port de Vuosaari pour prendre le ferry Finnlines en direction de Travemunde en Allemagne. 30 heures de traversée et 1400km plus loin, nous […]

Categories
Cycling

Preparing for Race Across France 500

Reading Time: 5 minutes I’m preparing for my ultimate goal of completing Paris-Brest-Paris 2023. But I don’t want to just get there and wing it. 2022 will be another training season for PBP. I will need to complete a least one BRM which can be either one of the following 200km 300km 400km 600km 1000km I will most likely […]

Categories
Cycling

Preparing for a 600km ride

Reading Time: 2 minutes The 600km ride we are preparing goes from Helsinki to Yyteri and back. It’s called Helsinki-Satakunta-Helsinki. Or #HSH600 on Twitter. The elevation is not bad, actually it’s fairly flat over 60% of the ride. Just really hoping for good weather and not too much wind. The bicycle I am definitely going to ride with my […]

Categories
Cycling

Power and HR

Reading Time: 4 minutes When preparing for a long ride like Paris-Brest-Paris, I need to make sure I can cover a lot of ground as fast as possible and with the lowest heart rate possible. The whole game is to be in a functioning mode where you burn energy that you consume and you don’t start digging into your […]