I recently read an intriguing treatise of personal and organizational philosophy called Principles by Ray Dalio, the investment guru and founder of Bridgewater Associates. It is certainly not a philosophy for everyone nor for every organization, but I always admire attempts to codify one’s thought process and views on how…
If you’re not tracking statistical differences among your call center agents, I’d argue that you are missing out on a huge opportunity to drive astonishing improvements in your call center outputs. We’ll first make sure we know what statistical differences mean and then talk about the myriad ways you can…
Call Center quality is abysmal. And it has been for the entire forty years the call center industry has been in existence. We can make cars with near perfect quality, but after 40 years, call center leaders are high-fiving each other up and down the hallway if call agents do…
Almost 25 years ago, one of the best-selling management books of all time was released: Peter Senge’s "The Fifth Discipline." I know I was in the minority, but to be honest, I was not a big fan of the book. However, one thing really stood out for me and that…