Blog

Improper risk assessment can be a hard teacher… Once upon a time, I lived on a small farm and I had some sheep. These were not your typical fat, wooly sheep, but rather a spry and wild breed, rather more like deer than sheep. One day, one of those sheep decided that it was going for a...

Last week, I emceed the second stop on our 21-city Problem Solved tour – in beautiful, spring-like Atlanta, Georgia. It was an amazing event with a huge turnout – bringing together customers and prospects from a wide variety of industries - from manufacturing, to health care, to government, to financial services. The folks in the...

I found these pictures by Face Research to be very interesting. I hope you do too. I was thinking that if we can take pictures of people and average them together, then I wonder if there is value in taking customers and averaging them together too. Is there such a thing as an average...

In a nutshell, it's all about the culture. Historically, the Philippines has always been an occupied country. Spain ruled the islands for more than 300 years, followed by the United States in 1898 with a brief period of occupation by the Japanese during World War II until it was liberated by the United States again. On July 4,...

The corporate training and learning environment has changed significantly over the past 10 years. With emerging technologies such as web-based learning, virtual classrooms and mobile learning, the "classroom" has expanded beyond the walls of a training room. Training organizations are an added expense that companies inherit, with little return on investment for ensuring that learning and learning...

The human brain is an amazing piece of work. Ars Technica published a fascinating article on the comparison of the human brain and the world's computing resources. It got me thinking that we employ agents in our call centers who are each equipped with their own personal human brain with all of this capability....

How is your company catering to the specific needs of its varying customers? Are you approaching each type of customer with a typically identical level of support? If so, it's time to formulate a new strategy. Each and every customer brings a different value to your company and the differentiating level of support they receive...