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...
View ArticleLean Six Sigma for Improving the Contact Center
Customer service, as typified by contact centers in which trained company personnel resolve requests from the public, are not always necessarily thought of as having to be well-oiled machines, but that...
View ArticleNot So Young Frankenstein
Let’s say you were a modern day Dr. Frankenstein and you decided you wanted to bring an organizational creature to life. Let’s further say you were a nefarious Dr. Frankenstein and the organizational...
View Article
More Pages to Explore .....
