Strategic Leadership Blog / Operations

It’s no secret that contact center turnover rates can be staggering. The most recent International Customer Management Institute survey pegs the average call center turnover rate at 33%, that figure …

ServiceNow is a powerful platform that can streamline and automate many business processes. As an advanced user, you are already familiar with the basic functions of ServiceNow. But did you …

Traditionally, professional services were priced the same way as most business operations — the bigger the project, the bigger the head count. Under this model, labor was seen primarily as …

Ever wonder how a Starbuck’s Latte tastes the same whether you buy it in Boston or Beijing? Or how Kentucky Fried Chicken can be just as “finger lickin’ good” in …