Adsum Insights Blog
One-agent-at-a-time coaching is the go-to method in call centers for trying to improve center-wide output measures. But it is less valuable than many believe. Through the use of mathematical modelin
...
It is no secret that call center industry performance is mediocre at best.  High error-rates are tolerated (see What is an Acceptable Contact Center Error Rate?). Employees don’t like working in them...
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
...
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 organization
...
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 accounts ...
Â
Want to hear the latest from Dennis?
Â
You're safe with me. I'll never spam you or sell your contact info.