Achieving Digital Equity in Communities of Color
By Keith L. Scott, MBA, PMP
One could argue that the year 2020 was somewhat transformational. The country came to a grinding halt because...
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...
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...
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...