Monthly Archives: March 2021

Identify Quality in the Customer Call Center Experience

By Keith L. Scott, MBA, PMP

The Customer Experience (Cx) is often considered an intangible concept which can be difficult to extract actionable insight.  Organizations which do not have a systematic method of...

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Don't Put the Diversity Training Cart Before the Strategy Horse

By Keith L. Scott, MBA, PMP and Jon Reid, MBA, CDP

We are often asked by clients both previous, prospective and existing, “Do you provide Diversity Training?”  And in reply we...

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