Mother Nature doesn’t adhere to WFM planning processes, and can unleash nasty storms with little warning or time to prepare. […]
One of the key coaching skills I discuss with managers is the difference between “telling” agents and “asking” agents. Most […]
Understanding how to improve the customer experience from the inside out is one thing. Trying to attain the outside-in perspective […]
It may be common knowledge now that hearing from customers about what they really want and need from your organization […]
The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand […]
Recently I had a support team manager tell me that she had received feedback from a VP in the operations […]