Strategic Leadership Blog

Sustainable growth cannot be achieved from a foundation built on eroding customer satisfaction. Today, we know that the call center is the key element to a company culture that focuses …

Many in our industry have run into significant challenges working with offshore IT service providers, but a lowering of quality standards is not inevitable. By knowing what to look for …

As discussed in a previous post, effective customer service can boost your company’s value, provided that – and this is an important qualification – your customers’ loyalty comes as a …

Although Accounts Receivable is foundational to the business cash flow and bottom line, it’s all too common for many organizations to rely on customer service agents for collections. The challenge …

It’s estimated that 75 million U.S. employees (56% of the non-self-employed workforce) could work-from-home according to Global Workplace Analytics. While we’re certainly headed in that direction, companies still have a …

For 50 years now, one small company has been creating big business solutions that touch the lives of millions of people every day. When you map your driving route, place …