Given their experiences with them, customers may believe (or at least hope) that call centers are a thing of the past. When asked to describe call center experiences, many customers share stories ...

Problems continuously arise in organizational life, making problem-solving an essential skill for leaders. Leaders who are good at tackling conundrums are likely to be more effective at overcoming ...

The harsh reality is that most tools and techniques used today to investigate organizational and programmatic failures, human performance deficiencies, equipment failures and accidents/incidents ...