Support organizations are implementing new technologies and processes to better connect customers with technical support teams. However, most organizations admit they’re not proactively aligning their priorities with their customers’ expectations. Are the needs …
This article from the Harvard Business Review shows how organizations that are able to skillfully manage the entire customer journey, versus just the typically emphasized touchpoints, reap enormous benefits. These …
Many organizations are making fundamental changes to their organizational structures, delivery models are changing, support organizations are adding new capabilities, and mission statements are changing at breakneck speed. Our support …
Have your employee engagement efforts hit a wall? Are you just not feeling motivated about employee engagement? Take a few minutes to read these inspirational quotes from business leaders, experts and authors. Hopefully, they’ll help you get back…
Want to learn what you, as a leader, should be doing to create a culture of continuous improvement?What you should be doing to create a culture of continuous improvement:How to encourage the identification, testing, evaluation, and sharing of improveme…
Have your employee engagement efforts hit a wall? Are you just not feeling motivated about employee engagement? Take a few minutes to read these inspirational quotes from business leaders, experts and authors. Hopefully, they’ll help you get back…
Want to learn what you, as a leader, should be doing to create a culture of continuous improvement?What you should be doing to create a culture of continuous improvement:How to encourage the identification, testing, evaluation, and sharing of improveme…
Lean and continuous improvement practices help people and organizations make improvement happen, so in honor of International Women’s Day, we wanted to highlight some women who have made a difference (and, in most cases, still are making a huge differe…
Lean and continuous improvement practices help people and organizations make improvement happen, so in honor of International Women’s Day, we wanted to highlight some women who have made a difference (and, in most cases, still are making a huge differe…
Instead of thinking about how to apply the insights of big data to business problems, we often hear more tactical questions, such as how to store large amounts of data or analyze it in new ways. This thinking is small because it focuses on technology a…
