Balancing the Business Performance Scorecard
“If you can’t measure it, you can’t manage it.” This philosophy, popularized by management guru Peter Drucker, speaks to the importance of measuring business performance
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“If you can’t measure it, you can’t manage it.” This philosophy, popularized by management guru Peter Drucker, speaks to the importance of measuring business performance
According to the Federal Emergency Management Agency and U.S. Small Business Administration, 40 percent of businesses do not reopen after a disaster, and 90 percent
With all the Oscar buzz this week about Gravity, I was reminded of another movie about space exploration that I love – Apollo 13 (1995).
Bring Your Own Device (BYOD) has given a tremendous boost to employee productivity (and arguably employee satisfaction), but not without its complications for the IT
When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the
Big data means different things to different people. At its purest form, for me, it is about enabling the right decisions to solve business challenges
I’ve been listening to customers for a long time. Over the years, I’ve seen call centers evolve to contact centers that include nearly every possible
