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Yellow Smiley Balloons & Laminated Cards: Cutting Edge Call Center Quality Improvement Strategies managing call centers

I wish this story wasn't true, but you can't make this stuff up.

We were at an outsourcer's offshore location recently, where they had tied yellow, smiley-faced balloons to the agents' cubes.

When...

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Not So Young Frankenstein managing call centers

Let's say you were a modern day Dr. Frankenstein and you decided you wanted to bring an organizational creature to life.  Let's further say you were a nefarious Dr. Frankenstein and the...

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Wells Fargo and the Avalanche culture leadership: delivering operational outcomes

The recent story about the fraud committed by Wells Fargo employees caught my eye.

According to the story over 2MM unauthorized credit card transactions and openings of checking and savings...

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Dennis Adsit

Dennis Adsit is an expert at equipping companies to successfully execute on their strategies by ensuring the requisite building blocks – team, skill sets, culture, and processes – are in place and aligned with the outcomes they need to deliver. When companies work with Dennis they come to know they will never accomplish their strategies without effectively addressing key Organizational Excellence concerns.

 

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