Author:  Gary Barnett
I recently read that quality monitoring (QM) is leading to a decrease in customer satisfaction.  According to the article that made the above statement, QM is making employees more stressed and unhappy, which in turn is resulting in less effective service.
I believe the premise of the article was wrong - it’s not QM […]

Author:  Roger Sumner
I did quite a bit of shopping this holiday season. Happily, I can say that I was able to buy almost everything I needed online, from the comfort of my own home. Apparently, I wasn’t alone.
“Black Friday” is a concept that’s constantly talked about  – the day after Thanksgiving when U.S. consumers visit […]