“It’s like a plane. You’ve got a tiny air leak that’s slowing you down. Businesses would typically handle this by adding another engine to pick up the pace, like hiring three more sales reps, or running another marketing campaign. It feels easier than looking through...

“When scheduling goes wrong, the impact can ripple across the business. A single mistake, like assigning an employee without the proper certification to operate specialized machinery, can lead to safety incidents, compliance violations, or costly downtime. Labor...

“Leading through autonomy instead of control has both benefits and risks for leaders. It’s difficult for many of us to relinquish control, but when it comes to employee engagement, offering greater freedom has been proven to improve retention rates and increase...

“Nothing frustrates customers more than waiting for help because a store is understaffed. Foot traffic data shows precisely when your busy periods occur, not just by day, but by hour.” - Michael Keenan, Shopify. New technologies in the digital-AI era are improving the...

"Work expands so as to fill the time available for its completion." — Cyril Northcote Parkinson (The Economist) A common assumption in management is that more time leads to better results, but human nature proves that is not necessarily true. When a team is given a...

“The option to work remotely has become increasingly important for attracting and retaining top talent. Multiple Fortune 100 companies have embraced remote work, allowing agents to work from anywhere; this has allowed them to expand their talent pool globally while...

“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou Consistency is the goal of most businesses, but human memory doesn't work like a spreadsheet. We don't remember...

“Online reviews provide especially valuable real-time information on your customers’ experiences. They are a direct line of communication that allows you to address issues promptly, improve products or services, and demonstrate your commitment to customer...

“At its core, team building is the process of bringing individuals together to form a cohesive group that works toward a shared goal. It’s about intentionally creating opportunities for shared purpose, trust, and connection” - David Goldstein, Founder and Creator of...

Staff costs are the single largest recurring investment for many businesses, which is why it is so important to get the best return. This is where strategic and intelligent scheduling can really help to employ your human resources to best effect. - Mike J.,...

"Self-directed motivation and personal growth rely on three psychological needs: autonomy, competence, and relatedness. When those needs are met, the research showed, people tend to be more self-motivated, feel more satisfied, and experience greater well-being. By...

“The pandemic taught us all how to work differently. This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, precautions and methods to measure call center performance. In order to...