Adsum Insights Blog
People say the darnedest things.
When taking a new job, they often tell their friends and family not to expect much of them because they are going to be “heads down for the next 90 days.”
Let me get...
A few years ago, I volunteered as the Strength and Conditioning coach for a nationally ranked youth hockey team. I was, at the time, already well-versed in functional, injury prevention oriented appro...
The OD toolbox is full of incredibly useful techniques for improving how organizations function. There are 360 surveys, conflict resolution strategies, team-building approaches from personality survey...
Talk of Executive Presence, Power Posturing and the like is everywhere. Amy Cuddy’s TED talk on Body Language and Power has been viewed an astonishing 28M times. A recent study by Sei Jin Ko, Melody S...
I was shopping for a birthday card for my son. There was one in the poke-fun-at-generational-differences genre with this old geezer on the front. The outside of the card said something like, “Yeah, we...
We are all engaged multiple relationship networks: family, extended family, neighbors, associations, hobby groups, meet-ups, religious groups, country clubs, friends, significant others, spouses and ...
In 1935, Erwin Schrödinger suggested the following thought-experiment. A cat, a flask of poison, a radioactive source and a monitor are placed in a sealed box. If the monitor detects a single atom of ...
For my money, the greatest quote about strategy was not spoken by General Schwarzkopf. It is not in Sun Tzu's Art of War, nor in Musashi's Book of the Five Rings. Genghis Khan didn't say it. Nor did N...
Call Center quality is abysmal. And it has been for the entire forty years the call center industry has been in existence. We can make cars with near perfect quality, but after 40 years, call cent
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There was a recent discussion in the Customer Experience Management group in response to an article by Ondra Synek entitled Why AHT is dead and how to do better.
I would link to it, but then other ...
There are horses and there are carts and getting them ordered properly makes all the difference.
Unfortunately, when it comes to improving center-wide outputs, call centers often have the cart in
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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
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