Taking Operations to the Next Level

The core to any successful operation is having strong people, process, and technology; however, the magic of taking an operation to the next level happens when these three are in continuous discovery and improvement. People: Your greatest asset and investment Motivated, happy people are the key to the success of your operation. Invest early and…

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Balancing Quality and Speed in World-Class Operations

Today there is pressure for companies to deliver outstanding products and exceptional customer experiences. To achieve this, companies need to focus not only on efficiency and effectiveness, but also foster a culture of continuous improvement. When I first took over leading a large contact center training organization, I was surprised to find that speed in…

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