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Management by Objective (MBO) has been around for a long time. MBO consultants abound and numerous methodologies have been developed and refined over the years to help organizations reap the benefits of Management by Objective.

Every business offers incentives in the workplace. The most basic incentive is compensation – the pay that we receive for doing a particular job. Long ago, a paycheck was enough to motivate employees. Not anymore. Today, businesses and organizations juggle all kinds of incentives in the workplace to make sure employees are productive, excited, and loyal to the company.

The use of biometrics has found its way into many aspects of our daily lives and is slowly spreading to places we hardly considered before. The intent of biometrics is to identify a person in a way that is 100% accurate and cannot be stolen or compromised. Some biometrics, such as fingerprint recognition, have been in use for years. Newer biometrics, such as retinal scan and capillary mapping, were only possible once technology advances made these authentication applications feasible.

In the past few years, the US economy was booming and boasted full employment, which meant that anyone who wanted a job could find a job. It also meant that businesses had to compete harder for talent, especially skilled professionals with hard to find expertise.

Businesses face an array of federal and state regulations, many of which have direct impact on the call center. The resources that must be dedicated to assure compliance are not trivial. Significant time and money must be spent on keeping abreast of regulations and complying with their requirements. While compliance is required for companies to operate, the compliance efforts do not contribute to business productivity. To prevent becoming overwhelmed by the many regulations that pertain to your business, it pays to invest in a system that can help you put your compliance house in order and maintain it efficiently.

Call center managers are always looking for ways to assure that agents work productively, meet their KPIs, and stay with the company. It’s a constant challenge to motivate good performers to stay the course and even raise the bar on the KPIs they are able to achieve. At the same time, employees who are falling short of expectations may need some external motivation and a friendly “push” to improve. When done right, gamification can be an effective and fun way to drive agent motivation and performance.

The prevalence of digital banking and remote banking via call centers requires new and convenient ways to authenticate customer identity. Even though bank customers agree with the need for security, they do not want to undergo excessive authentication before they can accomplish the simplest transactions in their own account.