One and Done: The Strategy and Measures You Need to Make Your Call Center Work

In the face of increased customer demand and decreased resources, many human service agencies have turned to call centers in the hopes of serving more customers at less cost. What these agencies are quickly discovering is that phone centers actually drive up costs while killing employee and customer satisfaction at the exact same time. How [...]

What to do with the ‘Flo’s’ of Child Protection

If the work made passionate people act like Flo on the TV series “Alice,” then the work can bring them back.

Don’t Put All Your Eggs in the Technology Basket

Technology didn't create the flawed processes and overly complicated systems that make government inefficient. So why do so many people think tech upgrades will fix those problems?