5 Apr

Go and See for Yourself

Annette Franz

I recently came across the Japanese terms genchi genbutsu and genba; they’re both key principles of the Toyota Production System, […]

26 Mar

Agent Empowerment and the Unhappy Customer

Jim Tincher

What do you do with an unhappy customer? Refunds are the easy way out. They don’t fix the problem. They […]

24 Feb

Why the “Old” Way of Workforce Management isn’t Good Enough

Bob Fletcher

Having been in this business over 40 years and in over 1,000 call centers in five continents, I’ve seen some […]