Adaptive Leadership: Streamlining Processes Before Automation
Adaptive leadership skills are crucial in human services agencies, many of which are still grappling with the tremendous capacity issues brought on by workload increases surrounding the crumbling of the national economy nearly a decade ago and the implementation of...
Never Get Behind Again: Old Thinking Through a New Lens
Always falling behind? Do the long lines, full lobbies, and never-ending stream of new work ever stress you out? Do you feel yourself aging at the very mention of the word “backlog”? You’re not alone. The Great Recession of 2008 forced nationwide budget cuts leaving...
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...
