As you role out the new channels made possible through mobile and social ecosystems, it’s important to uphold a strategy of quality management across all channels. The well-worn practices of monitoring, coaching and quality improvement for traditional channels should...
Johann Wolfgang Von Goethe once said, “Instruction does much, but encouragement does everything.” Many studies bolster this view, showing a strong link between engaged employees and higher levels of productivity and profitability. (In just one example,...
Many organizations are restructuring so that all channels of contact with customers are under the same management umbrella. This is causing enormous internal structural change that involves IT, HR, marketing, operational areas – and virtually every other department. ...
