loader

Leaders of Customer Care and Support teams have discovered that the legacy approach of designing and building call centers with rows upon rows of agents in tiny cubicles is obsolete. Staff turnover is typically very high in these environments. Now, there’s a better approach on the horizon, as a result of experience gained from the […]

If you answer the phone and hear a recorded message instead of a live person, it’s likely a robocall. A robocall is a phone call that uses a computerized autodialer to deliver a pre-recorded message. In 2020, the U.S. Federal Trade Commission (FTC) received 2.8 million consumer complaints about robocalls. Offering solutions to robocalling and […]

While most senior executives at progressive organizations have already evolved their human resource policies to accommodate employee desire for flexible working models, others still resist change. Unfortunately, many of the laggards are now experiencing the “Great Resignation” phenomenon. The global pandemic required business leaders to rethink when, where, and how their knowledge workers and front-line […]

The adoption of fifth-generation (5G) wireless technology apps will create demand for new categories of software and related services. Topping that list of requirements is securing connections and devices from cyber threats. ABI Research forecasts that by 2026, Internet of Things (IoT) cellular wireless network connections will number more than 3 billion — with 4G […]

Throughout history military leaders have suffered from a lack of knowledge.  They often were desperately searching through the “fog of war” to find the answers to seven key questions: Where are my enemies?Where are my own forces?Where are my allies?Where are everyone’s supplies, materials and equipment?What condition are they in?What capabilities are available at a […]

Across the globe, more organizations are investing in the modernization of information technology (IT) infrastructure and associated service offerings. For many senior executives, the motivation is obvious and compelling. While most of the IT spending within the commercial enterprise sector is targeted at fueling their digital business growth agenda, the public sector also has its […]

Roman Roads The concept of speed as an advantage is not new. Over the course of 700 years, the Romans built and maintained a system of roads extending over 55,000 miles to enable speedy communications and the quick movement of troops and supplies across the vast expanse of their empire. Today, our perception of time […]

Building on significant advances in big data, analytics, and the Internet of Things (IoT), more innovative transit service offerings aim to increase public transport ridership and reduce emissions or congestion within metropolitan areas. By providing these services through smartphone apps, the transit services also significantly increase user convenience, providing information on different human mobility offerings […]

Over the years I have conducted many surveys of business and technology professionals, and the one consistent insight across all these surveys is a high level scepticism that leaders will make the necessary decisions and act fast enough to compete effectively.  I understand that.  Most failures can be directly traced back to either bad decisions […]