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In This Issue
6th Annual Government Customer Support Conference and
The 9th Annual Help Desk Professionals Conference
Association of Support Professionals
Federal Consulting Group / Department of Treasury
HDI Capital Area Local Chapter
"Influencing Service using The Butterfly Effect - Small Things Can Have Big Impacts"
The butterfly effect is a phrase that encapsulates the more technical notion of sensitive dependence on initial conditions in chaos theory. (From Wikipedia, the free encyclopedia).
The phrase refers to the idea that a butterfly's wings might create tiny changes in the atmosphere that ultimately cause a tornado to appear (or prevent a tornado from appearing). The flapping wing represents a small change in the initial condition of the system, which causes a chain of events leading to large-scale phenomena. Had the butterfly not flapped its wings, the trajectory of the system might have been vastly different.
Another example is if a
ball is placed at the crest of a hill it might roll into any of several
valleys depending on slight differences in initial position.
"Does the flap of a butterfly's wings in Brazil set off a tornado in Texas?" meteorologist Edward Lorenz once asked in postulating the "butterfly effect," the idea that the flapping of fragile wings could start a chain reaction in the atmosphere. In today's world of the Internet the question might be rephrased: Can a single e-mail from Brazil set off a torrent of action in Texas?
Sociologists postulate that
what a few influential leaders think and say can spread and grow and
bring about big changes in the thinking of large numbers of people. The
Internet offers a compelling new place to look for this phenomenon by
studying very large groups and especially, seeing how groups change over
The Butterfly Effect in the Service and Support Center
What if you used this theory in your help desk or contact centers to effect change? A program could be developed called "Influencing Service Using The Butterfly Effect" or something along those lines. An effect that you want to spread across your company, agency or customer base could be started in your help desk or contact center. When the desired effect is realized, something with a butterfly on it could represent the recognition award.
A butterfly represents transformation: Our path of transformation can be likened to that of the butterfly's. Generally, when we embrace transformation, we only want to think of the end result. We don't want to think about the work that goes into it, or the sacrifices we'll have to make to be able to soar. We can think about how to transform ourselves, our peers, our business and so much more. The Butterfly Effect is one of the ways you can spread the power of transformation with others.
Ideas for Applying The Butterfly Effect
It looks like I wasn't the only one thinking along these lines of effecting change. When the words "butterfly effect in business" and "butterfly effect in service" were Googled, I came up with all sorts of articles. Here are a few to get you started.
In 1969 Margaret Mead said: "Never doubt that a small group of thoughtful, committed citizens can change the world. Indeed, it's the only thing that ever has". She never imagined that barely a decade later her historical analysis would receive empirical support from natural studies in the form of the new science of complexity. A small group of innovative call center and help desk professionals can change the business and it's success.
Make a difference and try to make a "Butterfly Effect" and transform something or someone today.
NAUTILUS'S CALL CENTER MOTIVATES WITH EXERCISE (top)
Nautilus delivered an exceptional case study presentation for the Neighborhood and Worldwide Contact Center Professionals (www.nwccp.com) this week. They have a 250-300 person call center, depending on the season. To keep the people motivated and stress low they provide them a 25,000 sq. foot exercise room. OK - so most companies don't have the square footage available or the funds for this sort of equipment but what if you had a few machines in a nearby area. One of the help desks High Tech High Touch Solutions designed a few years ago included a treadmill and it was used on a regular basis.
The Nautilus Call Center manager told us that over 50% of their call center staff take advantage of the facility and they have seen a measurable improvement in productivity and reduced stress levels.
They are receiving over one million inbound calls per year so you can imagine the need for high productivity is essential. www.nautilus.com/nautilus_brand_home.jsp
Want to know what the Best Contact Centers, Best Customer Service Centers, Best Leaders, Trainers, Supervisors & Agents in North & South America do day in day out to be the Best?
Join us and the Best in North & South America
At the 2nd Annual Contact Center World Awards & Conference Best In Americas at the Florida Hotel & Conference Center, Orlando, USA 4-5th June 2007
The Presenters – organizations such as FedEx, Hewlett Packard and Royal Caribbean - will share their story, answer your questions and network with you – the elite gather in just one place. Be under no illusion, these are not vendors or consultants selling to you. They are Leaders, Vice Presidents, Supervisors and Trainers. These are the people that do the job, day in and day out!Learn More About The Conference
Limited Time Early Bird Pricing
Great savings on 2-day Conference Passes if youRegister Now!
EARTH DAY APRIL 22nd (top)
Celebrate Earth day now and forever
please HELP US MAKE A DIFFERENCE. we HAVE only 9 T-SHIRTS left FOR EARTH DAY FOR $25.00 (includes S & H). ALL PROFITS ARE BEING DONATED TO THE WORLD WILDLIFE FUND. THEY'RE REALLY COOL T-SHIRTS.
Email us at firstname.lastname@example.org and let us know how many you would like.
"Endangered means there is still time."
IN MEMORY OF ANNIE REIMER (top)
A beautiful and enthusiastic young woman of 22 years old, Annie Reimer, who many of you met at our conferences, has sadly taken her life using a firearm. She was a friend, employee, and like a daughter to me. She gave me the privilege to be her mentor and we were able to turn her life around in many ways. Jealously and deep routed anger pushed her feelings too far. Unfortunately, the anger inside her was not recognized in time to prevent this terrible tragedy from happening.
In the wake of the recent tragedy in Virginia, we can all benefit from learning how to see the signs and react to them sooner with the hopes of influencing a life before it is ended too early.
- Ivy Meadors
Sharing Solutions and Ideas
If you have solutions or non-traditional ideas you would like to share with our readers, please email me so we can share it with the thousands of readers from all over the world who subscribe to eSharings.
9th Annual Help Desk Professionals Conference?
October 22-24, 2007 in Phoenix Arizona at the incredible Pointe South Mountain Resort
Hurry and Register before April 30th to Save $300
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