Go and See for Yourself
I recently came across the Japanese terms genchi genbutsu and genba; they’re both key principles of the Toyota Production System, […]
5
Apr
Archive Tag: frontline workforce
14
Jul
Are You Selling Your Customer Service Team?
Global studies tell us that 78% of customers have not made an intended purchase due to a bad customer service […]
23
Apr
Employee Effort: Are They Just Spinning Their Wheels?
There’s a lot of talk about how much effort a customer is required to put forth in order to complete […]
16
Apr
Investing in Your Frontline Workforce is Good for Business
As companies increase their focus on improving the customer experience, frontline workforces are getting more attention. Companies are realizing that […]
16
Jan
What’s the Dis-Service Level in your Multi-Channel Contact Center?
Do you have a multi-channel workforce? Is it effective? When in the business of serving customers, the most important question […]