When You Have to Make a Strategic Decision Without Much Data
It’s hard to set a strategic direction in the midst of uncertainty. One persistent problem is that the data to justify a course of action…
Category: WFM Thought Leadership
Top Ways Tech Can Help With Cutting Contact Centre Costs
Cutting costs is a great way to improve the bottom line, but if done incorrectly, it can have a detrimental impact on service levels and…
Leadership In The Age Of AI: Collaborate With Your Competitors
Artificial intelligence (AI) is one the most powerful tools for business competitiveness and differentiation. Alongside the adoption and deployment of automation and machine learning models,…
Why Capable People Are Reluctant to Lead
“Resentment,” “competition,” and “blame”; “aggressive” and “pushy.” These are a sample of the words that respondents in our recent study associated with stepping up to lead. Although…
Sreekanth Arimanithaya of EY GDS on the ‘Great Divide’ between culture & compensation
Sreekanth Arimanithaya, Global Talent and Enablement Services Leader of EY GDS interacted with us for an episode of the People Matters Podcast to discuss the…
Talent alone cannot solve the future of work
Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have bee…
Study says :79% of CEOs agree to continue their self-transformation as hybrid work continues
Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have bee…
Profit and Loss Statement (P&L) basics for Contact Center Leaders (PART 2)
Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have bee…
Skill as a Currency -Building Organization Assets and Future Readiness
Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have bee…
What is the New Horizons for Resource Planning
Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have bee…