Bryan DiGiorgio's Page

If you’re a customer management executive and you want to achieve transformational change, you have to plow savings back into infrastructure – people, process and technology.



This means every business case you develop needs to allow for a proper level of investment. As your business grows, strategic reinvestment will have a flywheel effect, building the kind of momentum it takes to support year-over-year double-digit improvement.



Do you know where you’re… Continue

A few years ago, over the course of a few quarterly business reviews, I was pushing hard on performance with a specific supplier. I was focused on improving the numbers for first call resolution, and I was especially concerned about the site’s alarmingly high attrition rates – in the 30% range, which is off the charts.



This led to the replacement of the site director as the problems continued. At the next QBR, I probed into what the new site director had found out about the site’s… Continue

Call center suppliers are easy focal points when performance is off. You can measure and monitor supplier performance using a wide variety metrics, and this makes it easy to see performance problems.



But supplier performance – up or down – doesn’t always indicate cause and effect. In my experience, only about half of all problems are the fault of the supplier. The other half are attributable to client-side issues and often reflect how a company views its customer management or… Continue