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The Right Number of Cooks for Your Kitchen (or Contact Center)
When I think of one of my very favorite people in the world, I think of my Noni. Noni is what we called my little Italian Grandma who at 103 years was still in the kitchen. The problem with Noni’s...
View ArticleEmpowering Change: What You Can Learn from Your Most Frustrated Employees
Recently, I was watching as one of the largest airlines in the world unloaded carry-on luggage from a regional jet. Overhead space was limited, so carry-on items needed to be checked and returned once...
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Why You Have to Measure CSAT and How to do it Right
Once a popular buzzword, customer satisfaction has become a standard in defining business operations and one that requires measurement and adjustment of platforms and processes. In fact, not measuring...
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