January 7, 2016
How to destroy 5 years of brand equity in less than 72 hours
About 5 years ago, I became fed up with trudging into my local corporate-owned mobile…
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November 18, 2015
What Gets Measured Gets Mismanaged
“A call center may boast high productivity and low costs per call, but that’s irrelevant…
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November 6, 2015
This Call May Be Monitored For No Apparent Reason
“Not everything that can be counted counts, and not everything that counts can be counted.”…
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October 15, 2015
6 Keys to Sales Enablement Done Right
“Every year we make significant investments in TV spots, sales leads, marketing materials, new technology……
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July 11, 2015
The Quality Revolution: Five Keys to Transforming Your Quality Program Key #5: Certification & Continuous Improvement
A Quality Revolution has been emerging in the last two years, transforming underleveraged and underperforming…
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July 11, 2015
The Quality Revolution: Five Keys to Transforming Your Quality Program Key #4: Foster the Human Connection
A Quality Revolution has been emerging in the last two years, transforming underleveraged and underperforming…
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July 11, 2015
The Quality Revolution: Five Keys to Transforming Your Quality Program Key #3: Automate Calibration
A Quality Revolution has been emerging in the last two years, transforming underleveraged and underperforming…
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July 11, 2015
The Quality Revolution: Five Keys to Transforming Your Quality Program Key #2: Correlate and Measure ‘Predictiveness’
A Quality Revolution has been emerging in the last two years, transforming underleveraged and underperforming…
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July 11, 2015
The Quality Revolution: Five Keys to Transforming Your Quality Program Key #1: Embrace Subjectivity in Behaviors
A Quality Revolution has been emerging in the last two years, transforming underleveraged and under-performing…
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