Real work. Practical lessons. Measurable results. Client results, perspectives from our work, and resources that go deeper.
What we are seeing, learning, and thinking about next.
After Silicon Valley Bank and Signature failed, the calls come anyway. IVR messaging, workforce management and outreach that hold up in a crisis.
Companies offer more non-voice channels than ever, and most of them are miserable to use. What separates a designed channel from an offered one.
Public cloud went from 12% of North American enterprises in 2013 to near-ubiquitous within five years. What that buys in agility, remote work and cost.
The Paycheck Protection Program pushed $349 billion out in months and buried lenders in back-office work. How to prepare for volume nobody forecast.
What queueing theory says actually drives long waits – volume, handle time and staffing – and how to hold service standards when demand is uncertain.
Starbucks stars and airline status work on you every day. How to use the same pull on service quality: named behaviors, balanced metrics, real rewards.
