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Does your customer’s voice resonate in your customer service environment? Are you aware of the terms and sentences customers reiterate to agents? Do you use this information to distill topics from the calls your employees take every day? In other words, do you have real-time insight into your customer’s current intent? Create an up-to-par customer […]

Did you know that in the right context, fruits and vegetables can be visualized data? I didn’t, either. But a recent trip to the grocery store turned into an empowering visual experience. The results: a data-based choice, a healthy beverage, and three invaluable Visual Management lessons. Actionable data = blink-of-an-eye decision The other day, I

What do you do with customer feedback? If it’s anything at all, you’re in the minority. Most organizations don’t use feedback from their customers to improve. It’s one of agents’ biggest dissatisfiers. Because they’re the ones who pass on customer complaints (which, if you think about it, are free recommendations for improvement) and compliments. If

The FIFA World Cup is in full swing. So, how about we have a closer look at soccer? While it used to be a purely physical activity, data has played an increasingly important role to soccer teams across the globe. As it turns out, leveraging statistics is worth their while. That’s great, but in the

Some things in life are debatable. When it comes to politics, books, or movies, for example, people engage in heated discussions to convince others of their views. During Thanksgiving dinners and at birthday parties, words like “good,” “bad,” “beautiful,” and “terrible” fly around the room. In these cases, your truth isn’t the truth. Opinions are

A recent visit to my GP showed me what sloppiness and indifference look like. When an expert displays such behavior, it can have serious consequences. That applies to all aspects of life and business — including Visual Management. Who’s the expert again? The other day, I went to see my general practitioner. I’ve had a

The other day, I went for a run in Guilford Courthouse National Military Park. It’s in the heart of Greensboro, NC, which I’ve called home for many years. I know my way around the city and its parks, so the last thing I expected was to get lost. Within an hour, though, I’d hit a

A few weeks ago, we cleaned the house and decided to sell our Lego collection. As I waited for the buyer to drop by, my thoughts drifted. I remembered how all those colorful pieces were once scattered around the house. After nearly tripping over them about a dozen times, I helped organize and make sense