Managing any contact center operation today means walking three tightropes pitting efficiency (which is all too easy to calculate) against effectiveness (harder to measure and repair). This applies to ...

Time may seem scarcer than ever, but fortunately technological advancements have presented auditors with many tools to improve the effectiveness and efficiency of audits. One such tool is data ...

We asked, 'Which behaviour has the most negative impact on the efficiency of arbitration proceedings?' Respondents could choose one out of five options: 'Counsel focusing on adversarial rather than ...

Balancing efficiency and effectiveness is a cornerstone to successful marketing and no easy feat. Here we explore how to get it done. In marketing, efficiency may involve increasing conversion rates ...

In "Efficiency v effectiveness" last week, Dave Trott described the problem of focusing on efficiency first in the creative industry. In short, when trying to reduce costs, one can also compromise the ...

When approached about a media project, I start by jumping to the end: “How are we going to measure success?” One would think that as measurement has become more sophisticated, accurate and granular, ...