Call Centers: Must be Something Wrong with the “Machine”-ery
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…
Why Call Centers Should Model Deming, Not DiMaggio
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…