Right on Queue - Management's role in killing queues and backlogs
Queues and backlogs seem to be part of life. Much effort in customer facing parts of businesses is focused on measuring, minimising and...
Customer Change Management - If you thought changing staff behaviour was hard...
Carrots and sticks All over the world governments are trying different strategies to encourage the population to get vaccinated. Fear...
The Easiest "Ease of Doing Business" Score
Why Every Organisation should have CPX in their Annual Report The “Only” Thing You Need to Measure May Be Easier Than You Think Customer...
2020 Accelerated the Future of Customer Contact
Why 2020 Boosted Contact Centres and Digital and What Happens Next None of us saw it coming Everything “Digital” had a major boost in...