Management, Human Resources, and Life in a Customer Focused World

Human Resources is one of the areas that is a challenge.  The definition of Human Resources tends to be one that is nebulous because each company uses it differently. In some companies, HR is simply the people that handle internal complaints and concerns including hiring, firing, harassment, etc. In others, HR’s role is expanded to [...]

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The QAQNA blog posted a link to the 10 worst presentation habits.  Initially, these were written by Carmine Gallo, an author on communication, who also wrote about 5 ways to ruin your next presentation.
If you present or use powerpoint for anything (training, business pitches, customer quality reviews, etc), please read both of these.  They’ll help [...]

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Someone recently asked me:
“When’s the right time to centralize different divisions or receptionists into a centralized center?”
This is a question that a lot of companies struggle with and mirrors the simple question of
“Should I start a contact center?”
The easy answer is: It depends.
I know. It’s a co-out. It is, however, true as well. [...]

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