Category Archives: Insights

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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An Aging Workforce

By Keith L. Scott, MBA, PMP

An aging workforce and talent shortage are now emerging as the top risk facing government organizations. This is not isolated to government as the U.S. workforce is aging across all industries, but it has a larger impact in local, state, and federal...
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How to Attract and Retain Talent through the Government IT Workforce Crisis

By Keith L. Scott, MBA, PMP

The dictionary defines the word “crisis” in many different ways – “an unstable or crucial time or state of affairs...

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