1 to 1

DECEMBER 22, 2021

With several outsourcing contact centers in 2021 reporting training class rates as low as 20% and above average stress levels , it’s no longer a question of how does the industry recruit quality employees, but how does it retain them? Meeting employee needs and equipping them with the right tools with be critical in 2022.

Strategy 26

Strategy Strategy Strategy& Talent 26

Harvard Business

SEPTEMBER 11, 2017

Stay focused on using customer support as a learning tool to make your product better, and listen carefully–especially to your most vocal, demanding customers. Don’t obsess over metrics like inquiry volume or time to close tickets. Establish models, not just metrics. What not to do. Your goal is success. What to do.

Metrics 49

Metrics Engineering Efficiency Operations 49

Harvard Business

OCTOBER 8, 2018

We need a metric for humanity to evaluate the human capacity and connection among caregivers and patients. And we must define new standards for humane technologies and implementation practices — an ecosystem of healing on par with quality, safety, and performance-improvement initiatives. Yet, we are all human.

Metrics 28

Metrics System Healthcare Culture 28

Harvard Business

AUGUST 30, 2018

Experiments had to be doable on the job using only the budget, tools, and time already allocated to each store. While experimentation is focused on learning strategic or process improvements, it is equally important to manage the pace of learning through apprenticeship. There were rules. Systematically manage apprenticeship.

How To 40

How To Retail Productivity Sales 40